New standards in customer service quality: Edenred obtains the first ISO 10002: 2018 certification in Romania

Edenred Romania has been awarded with the first quality certification in Romania in Customer Satisfaction and customer service, according to the international standard ISO 10002: 2018, from the audit and certification company Bureau Veritas.

ISO 10002: 2018 "Customer Satisfaction" is an international standard that certifies how companies think, organize and conduct business to increase customer satisfaction with the products and services they provide. Certified companies are demonstrating that they focus their business around the goal of generating value for customers, considering customer satisfaction a leading pillar in everything that means planning, design, management, operations, and innovation within the organization. In order to obtain ISO 10002: 2018 certification, companies need to propose innovative and complete solutions to address each customer, user, and business partner requests.

Edenred Romania serves over 35,000 customer companies and more than 1,500,000 users and 65,000 partner merchants for a portfolio of complex products and services: meal vouchers, gift vouchers, cultural vouchers, holiday vouchers, both on card and paper, as well as prepaid cards for business expenses. "It's a complex ecosystem, and customer satisfaction and service quality are one of the key ingredients," says Bianca Schmidt, Product & Marketing Director of Edenred Romania.

In order to obtain ISO 10002: 2018 certification, companies must implement and demonstrate that they consistently apply systems and workflows that ensure customer satisfaction - from how they encourage their customers to communicate their potential dissatisfaction, or complaints, until these grievances are resolved fairly, quickly, efficiently and politely, including procedures whereby customer feedback is integrated into a system to further improve those products and services or to innovate and launch new products.

The ISO 10002: 2018 standard is one of the most complex and strict in the industry, so very few companies have already managed to align their working processes with the new requirements. In Romania, Edenred is the first company to be certified ISO 10002: 2018, over 12300 companies with quality management certifications (ISO 9001: 2008, ISO 9001: 2015).

« Edenred has constantly adapted and reinvented customer service, so today we have teams, systems, technology platforms and workflows tailored to the era and world: our customers can choose any type of interaction they prefer, either direct and personal, or through call center, VIP call center or self-service through Edenred digital platforms. We have an open, efficient and easy-to-use process to handle any customer demand.

The ISO 10002: 2018 certification, obtained through an exhaustive and particularly attentive audit led by Bureau Veritas, is a recognition and guarantee that each customer interaction with Edenred is supported by specialized teams that have the training, motivation and the resources needed to provide excellent services, regardless of the typology of the operation. », adds Bianca Schmidt.

Edenred's new certification in Romania adds to existing certifications - the ISO 9001: 2015 quality management standard, as well as the certification of the partner merchant network.

Edenred is the world's leading provider of prepaid solutions for the working world, linking 830,000 customer companies, 47 million employee users and 1.7 million partner traders across 46 countries.