Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they have opted to go down a high-touch, high cost route when the industry wide trend is to try and reduce the cost to serve and increase levels of self service.
This interview follows on from my recent interview – Is it time to stop talking about employee engagement?– and is number 196 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to their customers.
Here’s the highlights of my interview with Matthias:
Matthias Murin has been responsible for the customer service business unit at DocMorris since October 2012. He directly reports to the management board and is responsible for operational and strategic customer-related service areas.
Mr Murin brings to the table more than 22 years’ national and international call centre experience. His first few years has been focused on traditional call centre services and were followed by many years working on the development of expanding in-house or sector-specific solutions. In the last 16 years he was principally involved in health care e.g. Pharmacy Benefit Management, Telemedicine, Ambient assisted living and health-based mail order solutions.