a one stop point for customers wishing to process customs documentation, clearance and payment of customs duties. Likewise, all our warehouses operations, as well as customs and RBS services are open from 07:00 am up to 10:00 pm from Monday to Friday, and from 08:00 am to 1:00 pm on Saturdays. Have you already completed the upgrading of your bonded warehouse facilities? What value addition will the upgrading bring to your service users? The SDV bonded warehouses resumed operations in February 2011, and very positive feed back from both customs authorities and customers on the improved standards of the warehouse and container terminal facilities are further proof of the commitment of SDV to ensure customer satisfaction at all times. The most significant features of the improvement include the reinforcement of the warehouse floors and container terminal yard to cope with increased traffic of machine and trucks, and mostly the opening of a new transit parking yard in Gikondo, with far bigger capacity to receive our customers trucks and imported vehicles without any risk of congestion. In the same logic, we have relocated our Head Offices to the same compound with the SDV bonded warehouse since February 2011, to improve speed and convenience in service delivery. Do you have any plans to further expand your activities and venture into new busineses? We have already developed the packing and removals activity, because we realise
that this is an activity in which SDV maintains a competitive edge in the East Africa region. The volumes handled for this activity have significantly increased, with mainly embassies, international organizations, NGOs and personal effects from individuals coming to Rwanda or moving from Rwanda to other places all around the world. SDV also developed value added warehouse management services, including inventory management, special handling, reverse logistics, and distribution. This business service is highly differentiated and has already become a strategic cost cutting tool for our service users, such as infrastructure projects and telecoms operators. The success of this activity is essentially based on SDV deep understanding of customers’ needs and their ultimate bottom line objectives, that is better service at lower costs. It requires innovation, and commitment, and SDV has been able to maintain satisfied customers thanks to the dedication of its motivated workforce. Talking of the workforce, how do you consider the role of your employees in the achievement of your business objectives, and what role do they play in the service delivery? Employees are of fundamental importance to both the customer that they serve and the company. In many cases, the source of customer satisfaction is the service employee. To the customer, they are part of the service. Their ability and willingness to satisfy, their manners and appearance, all play a part in determining how satisfied the customer is with the service encounter. Therefore, SDV invests in qualified and motivated workforce as a general policy. Currently, the company employs 94 permanent staff and over 80 casuals. Most of employees have been working with the company for over 10 years. This fact, coupled with very low staff turnover, is strong testimony of employees motivation and loyalty to the company.
TRANSAMI Rwanda, customer satisfaction is the driving force of the management and the service staff. SDV TRANSAMI Rwanda believes that its ultimate mission is to win and retain satisfied and profitable customers. The rest, given reasonable good sense, will take care of itself. The secret to SDV TRANSAMI Rwanda success is based on understanding of what are the target customers’ needs, demands, and requirements and then be pro active to offer them those services that will satisfy those needs, demands, and wants. And, most importantly, provide customers service, convenience, and value to ensure they keep coming back. Indeed, the customer is and has to remain the central focus in the core of our daily activities. For more information please contact: Rodolphe Kembukuswa, Mob (+250) 78 830 0616 E-mail: rodolphe.kembukuswa@bollore.com Roger Nkubito, Mob: (+250) 78 848 9623 Email: roger.nkubito@bollore.com
And how do you consider the role of your customers? Among all the services offered by SDV
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