Office of the Month: OCS Amsterdam
Introduction
Located twenty minutes from Schiphol Airport, OCS Amsterdam uses the vicinity of an important logistics hub to process express and freight shipments directly. The company serves around 200 customers with highly personalized logistics solutions. By focusing on direct control and close customer relationships, OCS Amsterdam provides flexible, high-quality services, from complex project management in the technology sector to time-critical medical shipments, resulting in a consistently high level of customer satisfaction.
Strengths
Express and customized service
OCS Amsterdam's most popular service is the International Express Courier Service. Almost all customers use this service. Customers particularly appreciate the personal approach. The Customer Service and Planning departments maintain short lines of communication and build long-term relationships. The team is committed to answering questions quickly and fulfilling requests with minimal turnaround time.
Tailored return processes
OCS Amsterdam also manages customized return processes for various major customers. Shipments that need to be exchanged upon delivery or returned at a later time are actively monitored by the OCS team. Detailed status reports are provided to the customer on a weekly or monthly basis.
Specialized project management
One example of specialized expertise is working with a renowned multinational technology company. For this customer, OCS manages a so-called demo pool of electronic devices that are temporarily provided to users. The team monitors deliveries and loan periods and organises returns if necessary. After returning, the devices are cleaned, checked and repackaged for the next use.
Event logistics
OCS Amsterdam provides extensive event logistics:
- Import: Handling customs formalities, delivery and collection after events, both in the Netherlands and in the wider European region.
- Export: Coordinating the export of event materials from the Netherlands to global destinations, including return logistics.
An important success factor in these activities is the use of our own OCS network and direct lines of communication with local agents. According to OCS Amsterdam, dependence on external integrators often leads to lower service quality, while the internal network offers higher levels of control and reliability.
Factors that contribute to customer success
Flexibility and customer focus
OCS Amsterdam strives to remain a flexible organization that can respond quickly to customer requests, even when this requires adjustments to existing processes. The focus is not only on a standard range of services, but on identifying and meeting specific customer needs. In doing so, the sales team positions itself as a strategic partner instead of just as a supplier.
- Customer Service: The department is fully aware of each customer's specific requirements and protocols.
- Drivers: Drivers are trained to recognize differences in customer preferences and are in constant contact with the planning team to ensure smooth execution.
Practical examples
Automotive electronics logistics
A leading global supplier of automotive electronics engaged OCS Amsterdam to distribute replacement navigation systems for vehicles sold across Europe. OCS also managed the return process for defective units. The project was carried out efficiently while the customer moved an increasing volume of regular distribution channels to the OCS network. OCS Amsterdam was able to reduce the operational pressure on the customer and achieve logistical processing faster than was possible via standard channels.
Long-term collaborations
OCS Amsterdam's commitment to sustainable customer relationships is evident in collaborations with a major international financial institution and a specialized manufacturer in the telecom sector, both of which have been customers since the Dutch branch was founded.
Customer survey results
A recent customer satisfaction survey shows a high appreciation for accessibility and communication:
- 77.8 percent of respondents rated customer service contact as completely satisfactory.
- 22.2 percent rated this as largely satisfactory.
In addition, customers emphasized the rapid response to questions and the fact that their requests and concerns are taken seriously.
On Board Courier Services
OCS Amsterdam regularly provides cross-border charter services to Germany, France, Belgium and other destinations, with a 100 percent delivery guarantee.
With years of experience in handling sensitive pharmaceutical shipments with dry ice and biological samples, specially trained employees use their expertise for time-critical deliveries to a broad customer base.
OCS Amsterdam combines global coverage with the agility of a dedicated local partner. Whether it's time-critical medical transport, complex event logistics or reliable international express delivery, OCS Amsterdam offers solutions that are specifically tailored to your operational needs. Get in touch to discuss how the specialized Express Network and On Board Courier services can support your supply chain and ensure delivery of your most valuable goods.
