Case Studies
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“Lonesource provides a single, simple solution enabling a new level of financial control aligned with our procure-to-pay strategy so that our employees can focus on our core business and customer relationships.”
— Grant Yarber, CEO of Capital Bank
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“During a period of rapid growth, Lonesource enabled Kimley-Horn to adopt and manage a company-wide spend-management solution. The Lonesource platform saves both time and money for our operations and provides a platform to manage growth more efficiently in the future.”
— Debbie Todd, Assistant Controller at Kimley-Horn
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“This has had a dramatic effect in the reduction of hundreds of monthly expense reports from regional employees, which greatly alleviated the workload for the company's finance department. By making the buyer platform available to its regional employees, the CRO ensures that accounts payable practices are standardized across its geographically dispersed organization. As a result, regional employees are less distracted by supply procurement and are now spending more time on client projects.”
— David Ryan, Executive Vice President of Lonesource
What is "Raving Fan" Customer Service?
"Raving Fan" Customer Service is more than just the concept of answering questions and resolving problems... it is the ability to consistently exceed the customer's expectations. The entire Lonesource Customer Service department is trained and knowledgeable about the products and services that we provide. More importantly, we make it our mission to learn about our customers and their organization from people and locations to identifying purchasing habits and finding ways to make the end-users job more efficient.
At Lonesource the goal every day is to create excellent customer service and make every customer a "Raving Fan".
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Actual
testimonials from Lonesource Raving Fans in 2009
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I want to take time to compliment Lonesource on a great employee - Joy B.
I have worked on orders for special items in the past and Joy has always been very helpful. Today she came through again and finalized a special order that she was researching for us. This saved much of my time and the time of the employee who requested the special AS items. In addition to being courteous and friendly always, she is alert to the importance of getting the right details for the order, again saving time and money for all involved.
Lonesource is fortunate to have Joy represent them in their service to customers.
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I would like to take the time to extend my appreciation to TJ R. for following up on my recent order. It was wonderful to have someone in this day and age actually give exceptional customer service. TJ R. followed my shipment to the actual delivery. There was a problem with the driver who only had the paperwork and not my order. Thank you again TJ R. for taking the time and doing a great job!
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I just want to let you know that Deanna P. quickly responded to my email message when I emailed your Customer Service department to find out the reason why we hadn't received an item in one of our latest shipments. She clearly explained that the item was shipped separately and provided me with the FedEx tracking number, coincidentally at the same time the FedEx delivery person walked through the door! Thank you, again, Lonesource for shipping orders quickly. I'm always amazed!
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I'm a raving fan of Melissa S.! She has done a great job. I started contacting her shortly after we received notification that she was going to be dedicated to our account. Within a few days I needed a special item. Her response time has always been quick and she's been very easy to work with. I appreciate knowing whether it's a special order, a change to an order that I placed, or whatever else I need that I'm going to get great customer service.
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I want to take a moment and express the pleasure of working with Beth C. While we have only worked with Beth for a very short period of time, we are already very impressed with her tireless efforts and excellent customer service she has shown our teams in just two short months...
Beth is always friendly, proficient and patient whenever we call on her to assist us with our Lonesource ordering matters. She is very knowledgeable of the products listed in the catalog and always answers our inquiring e-mails promptly. We are indeed 100% satisfied with Beth's customer services and look forward to working with her long into the future....
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I want to compliment one of your excellent employees, Beth S. She went to great lengths to help me when our server was down and I had an urgent need to place an order for a very special Architecture project that if awarded will generate lots of revenue for the company, which is very much needed in this so difficult economy. I have always received quality service from Beth S. she knew just what to do to solve my problem quickly.
Such service builds great customer relationships.
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I wanted to take a moment to acknowledge some of the great customer service and continuing care we as well as myself personally, have experienced during my interactions with Lonesource. Throughout the implementation process, our customer service representative Matthew H. has been helpful, friendly, timely, and professional.
To say he has gone above and beyond my expectations would be an understatement. I have been continually impressed by his level of customer care, thoughtfulness, resourcefulness, and initiative when it comes to handling any issues or problems. On several occasions, Matthew's pro-active approach and solution-oriented attitude has prevented problems before they arose. His actions have helped me plan and implement several policies which have reduced user friction and increased Lonesource usage.
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I wanted to thank you for the great customer service we received from one of your employees, Tripp R., yesterday and today.
Yesterday, we were in a bind to get 18,000 labels and get them quick. Even though we waited too late and were slightly after the 4pm deadline, Tripp helped us decipher the many selections of labels and helped us place our order. Under the time crunch, Tripp mentioned that he would do what he could but could not make any promises.
We were actually a little surprised when they were all delivered a little past 11am this morning. We also received a follow up phone call to make sure they had arrived.
It makes you wonder why people get in the car and drive to their local office supply store.
Thank you again for making us not worry about being able to get the job done.
© 2009
Lonesource