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Pall-Ex has driven away with a prestigious industry accolade following major investment in its customer service.

The East Midlands-based pallet network is celebrating after being recognised with the Customer Care Award for the first time at the Motor Transport Awards.

The sought-after trophy was awarded to Pall-Ex due to its SHINE ethos, developed to enhance inter-departmental working and focus its team on improving quality and customer service to earn the title of ‘number one pallet network for quality’.

Pall-Ex beat big names, including DPD UK and pladis UK, to the Customer Care Award, with judges acknowledging the company’s efforts to analyse its weaknesses in order to make service improvements.

They were also impressed with how its SHINE initiative had been introduced and supported throughout the business.

Kevin Buchanan, Group managing director, comments:

This is an outstanding achievement for Pall-Ex and is testament to the drive and vision of the whole team, who have worked hard to implement change across the company as a whole.

“We restructured our customer service department to improve our customer experience and raised industry benchmarks thanks to our new international capabilities. This has enhanced our entire operation and, coupled with the SHINE mantra, has allowed Pall-Ex to achieve excellent growth and retention rates.

 “As part of our efforts, we have become the only pallet network to achieve accreditation for the industry’s gold standard – the new ISO 9001: 2015 quality standard, which demonstrates our ability to meet customer, statutory and regulatory requirements.

“We have also invested heavily in the development and launch of Pall-Ex Connect to improve our international service, which is powered by Nexus and enables us to track the delivery of freight door to door in any European country.

“So far 2018 has seen Pall-Ex celebrate a number of great successes and we look forward to building on this over the next six months.”