MSM has been set up in a fashion which allows the supporting infrastructure to be easily transferred to our customers and suppliers by virtue of our well developed Quality Management System (QMS). This quality system gives Management the ability to identify and solve problems at their root cause. All procedures at MSM are fully documented in the Company’s Quality Assurance and Procedures manual. The ISO standard of continuous improvement is an integral part of the MSM culture and has allowed the Company to consistently deliver high customer satisfaction while maintaining cost efficient and profitable operations.

Raising the Bar on Customer Service

Through our annual Customer Survey, MSM determined that our customers valued the following in order of importance: 1) Price 2) On-Time Pick up and Delivery 3) Honesty/Trust and 4) Proactive Communication. As MSM offers a premium transportation service we will rarely compete for business when price is the main focus. Through our ISO registered Quality System, we know that our on-time pick up & delivery service is ninety eight percent, which is above the industry norm. We therefore decided to look for ways to improve on our ability to deliver exemplary customer service with Honesty, Trust and Proactive Communication as the key focal points. It has always been our belief that it is our high level of customer service that separates MSM from its competition. Regardless of the fact that since 2003 MSM has been ranked by “Shipper’s Choice Magazine” as the # 1 Carrier for Customer Service, we felt confident that we could raise the bar yet again.

In March of 2005, MSM redesigned our Customer Service model to allow for the assignment of specific customer service reps to each individual customer. All of our CSR’s were equipped with Blackberry Cell Phones to allow them to be accessible by our customers 24/7/365. Two more Customer Service reps were immediately hired and trained. We believe that our previous generic brand of customer service has since been improved upon by offering a customized brand of customer service. We have vastly increased our customer product knowledge, increased our understanding and ability to meet our customer’s special handling needs and improved on the level and quality of communication. Further, we believe that this new system has fostered stronger relationships between our customer contacts and our Customer Service Reps, who are now encouraged to meet face to face with our customers, initiate facility tours and to participate in all entertainment activities outside of MSM. We have effectively made our Customer Service Team an extension of our Sales Team.

Shortly after these changes were put into effect, positive feedback began pouring in from our customers. Our customers felt that they had a stronger voice within MSM, someone who understood their specific shipping needs and would follow through on the smallest of details. They were pleased with the heightened level of consistency in our service and took great comfort dealing with the same person each day. In a business environment where you can never seem to get the same person on the phone twice, we feel that these fundamental changes in our Customer Service philosophy will secure our # 1 ranking by Shipper’s Choice Magazine as the Top Overall Carrier for Customer Service.