Page 35 - 2020 NFNL MSE Collection Tender Document

CUSTOMER SERVICE

(MSE Collection to Club relationship)

The relationship between the supplier and the club is paramount and we
understand that being successful in being awarded the tender is only the start of
the work required to build a sustainable partnership. We believe we have the
experience at all levels to ensure a collaborative process that enables the
partnership to evolve. Our customer service roll out once and if we are successful
in being a preferred partner of the NFNL, would be as follows;

INITIAL COMMUNCATION
Through our nominated NFNL Account Manager Ray Buhagiar, all junior and
senior clubs along with the relevant league representatives will be initially
contacted via phone as introduction to MSE Collection and to ensure that we
have all the up to date contacts and data to successfully execute the ‘roll out’.

ELECTRONIC FULL COLOUR PRODUCT CATALOGUE
A professional NFNL full colour product catalogue will be electronically
distributed to all relevant contacts. The catalogue will feature all available
products available for purchase and will include items such as features and
benefits, fabrics, style, size charts, etc…

ONLINE PORTAL

A dedicated NFNL online portal will be provided for clubs to order directly online.
Each nominated contact will be provided with a personalised user name and
password. The portal will list all items included on the product catalogue. Once
the order is finalised, a summary of the order will be automatically sent via email
for records to the person who placed the order.
FACE TO FACE CONTACT

MSE Collection can provide a representative to meet with club’s relevant
stakeholders if necessary to show samples, talk through features and benefits
and showcase sizes. Pre-booked appointments will be necessary and can be
conducted after hours if necessary. 35