To develop the customer experience and strengthen strategic management, Maxima Latvija has begun work on the creation of a Business Service Centre. This will involve a unified platform which will register and structure all customer and employee requests, questions and other information, allowing Maxima statistically determine the most current issues, as well as promptly and effectively identify areas in need of improvement.
“Offering customers the best possible experience is one of the goals of Maxima’s growth strategy, so we are constantly introducing new technologies and solutions aimed at improving the customer experience. To strengthen customer experience oversight at the highest level of management, we have started work on the creation of a new department, entrusting this to the knowledgeable, professional customer relations expert Inga Šeninga, who has more than 20 years’ experience in customer experience management,” explains Maxima Latvija Board Member Kristīne Āboltiņa.
Inga Šeninga’s responsibilities will include the creation, management and operation of a new Business Service Centre. It is expected that the Business Service Centre will be available to customers and employees from the start of 2020, with the preceding period focusing on the centre’s creation, testing and putting the best experience into practice.
“The creation of a Business Service Centre will be a bonus for both Maxima’s store employees and all customers. One of the main tasks will be to implement a fast, convenient turnover of information to improve the efficiency of store operations and ensure an improved exchange of information with our customers,” adds Maxima Latvija Business Service Centre Manager Inga Šeninga.
Inga Šeninga previously worked for 20 years at SEB Bank, taking on roles linked with improving the client experience and introducing and developing new products and service systems. She has been in charge of managing the contact centre, Euro implementation project, the loan issuing system, the product and process department, and other client service-focused projects. Šeninga has three degrees in economics and business: a Bachelor’s in Economics from Daugavpils Pedagogical University, a Master’s in Business from the University of Latvia, and a Master’s of Commerce in Business from Macquarie University in Sydney, Australia.