Customer Service Initiative Strengthens Agio's Position As and Outdoor Leasure Furniture Leader

Furniture World Magazine

To keep up with increased growth, Agio boosts their customer service division with a new, larger facility, a new customer service director and a new team of inventory professionals. "Our rapid increase in sales has facilitated the need to double the staff of our Customer Service Center," says Bob Gaylord of the recent staffing completed at the Norfolk, Virginia warehouse. "We are excited about our new additions and look forward to increasing our turnaround time on parts and service delivery to well under 48 hours," says Gaylord, Executive Vice President for Agio. An off-season training initiative has been created to cross-train differentdepartments within the organization. Warehouse staff will be trained in customer service. Customer service reps will be trained in inventory control. And everybody will be trained in product assembly. This will give everyone involved in the organization an equal footing and working knowledge of the product that extends beyond the workstation. New warehouse inventory controls, including a bar code system, tracking application, and state-of-the-art expandable phone systems are being added to continue outfitting of the new 40,000 square foot facility in Norfolk. Customer Service Director Bobby Dowell has already begun implementing some of the innovative tactics and improvements that will further position Agio as an industry leader in leisure furniture. The recent push and upgrades will result in even higher levels of customer satisfaction and will reduce the turnaround time needed to handle the 400+ calls received daily by the center, 60% of which are inquiries about Agio distributors. Currently, Agio is able to complete 98% of all calls within a 48-hour timeframe. Known for distinctive designs, Agio products are considered by industry experts to be innovative and provide customers with an excellent value and are available at many home and department stores. About Agio/Shian International Agio, a brand leader in high-quality patio furniture, is a member of the corporate family of Shian International, headquartered in Hong Kong. Founded in 1977, Shian began producing patio furniture in 1989 and introduced the Agio brand in 1997. Agio products are manufactured in six facilities in China; the sales and marketing headquarters and USA purchasing division are located in Virginia Beach, VA; the customer service department and warranty and replacement warehouse are located in Norfolk, VA. In 2000, Agio sales topped $105 million, with $150 million in sales projected for 2001. For more information, visit www.shianco.com.