How did OVRSEA helped improve Fermob's customer service?

Fermob is a French manufacturer, specialized in outdoor furniture. We offer three different types of products: furniture, accessories and lighting.The Fermob group is composed of 3 companies: Fermob, Vlaemynck and Rodet. We mandate OVRSEA for Fermob and Vlaemynck requests.

Last season, we achieved a turnover of 100 million euros, 50% of which was from exports. Fermob is present in more than 60 export countries and we sell an average of 700,000 pieces per year to individuals and professionals.

I use OVRSEA for the large export part (my colleagues also use OVRSEA for Europe). The large export concerns all countries outside the European Union. We mainly use sea and air freight for destinations such as Asia (Bangkok), the Middle East (Bahrain, Qatar) and Oceania (Australia, New Caledonia).

The OVRSEA teams are very responsive and their information is always reliable. When I make a request and say it's urgent, I know I'll get an answer very quickly. The teams always make sure they have the best rates, I trust them.

My relationship with the OVRSEA team is very good. They are very attentive, dynamic and pleasant. At the beginning of our collaboration, my referent called me regularly to follow the progress and make sure that everything was going well. We know that the OVRSEA teams are there to help us and that they do a good job.

The platform is pleasant and practical, everything is gathered in the same place, you don't have to go looking for information in endless email exchanges. All the information is on the platform: from the quotation request to the validated transport, we have information by transport, we know where the goods are, when the ship will be able to arrive, etc. We get answers quickly, everything is clear, it is a real gain in visibility.

I especially appreciate the fact that I can make the quotation requests myself. I have all the information I need to fill out the request for quotation, it has been well thought out beforehand with regard to the client's needs.

I also like the Dashboard that brings together the quotes, the transports that we have validated and the documents. It really makes it easy to find your way around. If I click on my current shipments, I can see where the ship is, if there is a delay, the alternative solutions that are proposed to us, etc.

I also discovered a new feature: reporting. Seeing how much it can cost us is very important. It allows us to see the impact that transportation has on our business. And when we are going to re-invoice the transport to our customer, it allows us to see how much the transport will weigh in the total offer.

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Fanny M. | International Sales Manager, Fermob

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