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Seamless Customer Service to Exceed Expectations

The North America Customer Service Team at Novus International is completing a series of improvements to bring even higher value and service to customers feeding ALIMET® and SANTOQUIN®.

Brittany Pham

Brittany Pham, North America Customer Service Manager, at Novus, says they provide inventory management services for over 480 locations for their ALIMET and SANTOQUIN customers in the United States and Canada. Novus's infrastructure to support customers' needs is defined by three core areas: technology, logistics, and people.

Using telemetry, via sensors located at the bottom of liquid bulk tanks, the Customer Service Team monitors bulk liquid inventory daily, 365 days of the year. The sensors measure the pressure of the liquid and send information to Novus's patented AIMS® software. The Customer Service Team, located in St. Charles, Missouri, monitors daily inventory and usage rates, builds a forecast for each tank and schedules delivery for customers.

Rebecca Early

Deliveries are made via a dedicated fleet of trucks and product is sourced from Novus's network of railcars. Logistic coordinators work hand-in-hand with the Customer Service Team to optimize routes and ensure efficient deliveries to customers. "We have product within two days of customers," Pham explained. "Our infrastructure has positioned drivers and railcars to get product to the customer when it's needed."

Part of the recent improvements of the vendor managed inventory system has been increasing the number of delivery vehicles in the dedicated fleet as well as repositioning some drivers. This allows Novus to provide better service to all parts of the North American market area.

Nery Pantojas

In addition to optimizing delivery services, Novus has also added a new position within the Customer Service and Logistics Team. Mike Windham moved into the role of Systems Manager to bring a new level of service to ALIMET and SANTOQUIN customers by providing guidance and advice to customers on their application systems, including system maintenance or upgrades. "Some customers' systems are showing a lot of wear and tear," Pham stated. "Mike is available to proactively assist customers with tank service and upgrades." With Windham on board, the goal is not only to fix broken systems but to perform reviews to prevent future failures.

Andy Ruchte

All of the managers on the Customer Service Team have at least five years of tenure with Novus. The Team is knowledgeable, focused on improving the customer experience, and solving problems. "Our drivers see customers more than our sales team members do," Pham commented. "We spend a lot of time working with them and everything we do is focused on how we can perform better for our customers. Our continual efforts to improve may not be visible to customers, however, they do see the seamless results, which is the reason we are constantly seeking improvement."

Providing solutions drives Novus's Customer Service Team to continually improve and the results are made real every day on customers' farms.