Based on its recent analysis of the workwear market, Frost & Sullivan recognises Mascot International A/S (MASCOT) with the 2013 Western European Frost & Sullivan Award for Customer Service Leadership. The company's customer-centric approach is clearly manifest in its MASCOT® SmartStore. This web-based customer service programme currently has over 70,000 users in Europe.
"MASCOT® SmartStore is a unique, highly streamlined, robust and user-friendly online ordering system through which each customer can set up a customised online store for its employees' workwear needs," explained Frost & Sullivan Research Analyst Aparna Balasubramanian. "Its key benefit is in making workwear management simpler."
This innovative, feature-rich service is offered free of cost to the company's customers. It enables multiple cost savings for both distributors and customers. As the products are shipped directly from MASCOT warehouses to the customers, the distributors are relieved of both picking, logo printing, packing and shipping. This approach also shortens delivery and lead times for customers.
"MASCOT® SmartStore helps save a minimum of five to ten percent of the administrative expenses for customers associated with employee workwear management," added Balasubramanian. "Moreover, the online system helps reduce the working hours spent by employees on their workwear purchases, thereby supporting better worker productivity."
The highly flexible MASCOT® SmartStore offers multiple benefits. It has a simple user interface, populated with icons and images, which gives the user a fairly uncomplicated shopping experience. Product customization options, such as logo printing and size alterations, can be made even before product purchase, saving time and energy spent on making such modifications after purchase.
"Furthermore, the customer can avail trial garments on request, which helps the employees in deciding their size specifications," said Balasubramanian. "Each employee garment is customised and delivered in individual boxes, thereby satisfying every employee's needs and specifications."
Additionally, MASCOT® SmartStore offers the feature of holding the orders from each company for a specific time, so that all the employees' workwear can be shipped together, thereby saving on the shipping costs. A centralised system allows customers to enjoy discounts and special benefits such as saving account holders any extra costs borne by unprecedented workwear needs while working on an external project site.
"The centralised service also allows multinational companies to place combined orders for workers deployed in different geographic locations," remarked Balasubramanian. "This helps customers in maintaining international uniformity in their brand image."
Besides delivering enhanced customer value through a superior service offering, MASCOT has benefited its customers through its absolute focus on quality. In keeping with its "Tested to Work" motto, every product undergoes stringent testing (in compliance with international standards), both at the fabric level and the finished product level.
MASCOT has also analysed and incorporated the needs of the customer base into product development. This has led to the company's industry-first effort to launch its Tencel® product range in the industrial workwear market in 2012.
"Constructed from cellulose of wood pulp, Tencel® is a strong natural fiber that is biodegradable, offers 50 percent more absorption than cotton and consumes much less water during its production," noted Balasubramanian. "Adopting such an eco-friendly workwear will help customers reduce their dependency on cotton while increasing their sustainability quotient."
Frost & Sullivan presents this award to the company that has demonstrated excellence in the quality, timeliness and cost of service as well as the impact of service on customer value.
About Mascot International A/S
Mascot International A/S (mascot.dk) is an international, family-owned business, which develops, manufactures and markets high-quality workwear and safety footwear for craftsmen and industry. For many years, the company has experienced rapid growth in turnover as well as revenue. At present, Mascot International A/S has a staff of more than 2000 competent and committed employees in Europe and Vietnam as well as a great number of workers in sewing factories in the Far East. Mascot International A/S is a top 3 manufacturer in the general workwear market in Europe.
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