The Holcim Customer Service Centre Experience

We understand time is money for our consumers, and Holcim’s operations have constantly evolved to offer a premium customer experience. That's why our Holcim Customer Service Centres across Australia form a vital part of that customer experience delivery. 

Australia has seen many companies adopt digital service technology in recent years, from the live Domino’s Pizza Tracker to Australia Post’s MyPost parcel delivery updates. Holcim has also embraced innovative modern systems, bringing a new way of doing business to the world of concrete. 

From the Holcim Track My Order App, which provides real-time tracking of concrete truck deliveries, to the live support of Customer Service Centre teams across Australia, Holcim prioritises providing prompt and professional support. 

With offices in Sydney, Melbourne, Perth and Brisbane, Holcim is able to provide fast and efficient customer service, delivered by locals who know and understand the region. The centres field calls from independent builders through to major construction companies, as well as enquiries about concrete, aggregates, and Holcim’s signature products Geostone and Agilia.

The Customer Service Centre teams are also at the other end of phone enquiries made from the Holcim Track My Order app. The centres provide a complete solution for all customer enquiries, ranging from initial order placing and updates, to concrete mix adjustments. 

Staff can also take requests for site inspections and technical reports, or coordinate out of hours deliveries and occupations for critical pours. Staff call each customer the day prior to delivery to confirm their details including the time and product required for their order. 

Dispatchers oversee the deliveries on the day and ensure the process is as seamless as possible. 

“We are the main touchpoint for the teams on the ground. The contact we have with the customer directly has an effect on their end result,” says Jaimie Meddows from the Perth Customer Service Centre. 

“We’re there to make dealing with Holcim easy. We always put the customer first and no job is too small.” 

Ensuring concrete deliveries arrive on time and at the right location are key elements of the work of Holcim’s Customer Service Centres. 

The end result is helping customers meet their deadlines, with friendly service and a smile. 

“We add a fun and cheerful voice that can ease the stress of a hot and busy day onsite,” says Jaimie. 

“Our team also acts as a sounding board for questions and we are usually the first call for customers. Although we may not have all the answers, we can put them through to someone who does.” 

The Perth Customer Service Centre has recently combined both concrete and aggregate teams in one location, strengthening relationships and working in unison to optimise customer outcomes. 

Meanwhile, the Customer Service Centre in Hawthorn, Victoria, has just celebrated its third year with a combined aggregates and concrete team. 

Customer Service Centre Manager Nick Mortimer says the teams worked tirelessly in the first year to develop a clear combined vision. 

They also played an important role in the implementation of a new national phone system and pilot program for the IVMS (In Vehicle Management System) in the Holcim fleet. 

“The vision was to cross-train staff and to ensure we were supportive in all the changes that were implemented over quite a short period of time. 

“The staff embraced these changes and were instrumental in a successful roll-out of both systems whilst still focusing on our main objective of servicing our customers.” 

As a result, the Hawthorn Customer Service Centre was awarded the People Excellence Awards at the National Holcim Conference just 18 months after the merger. And the team has continued to grow from strength to strength. Nick describes the Centre as the centrepiece of the business, providing a connection between the customer, technical, operations, logistics and account management. 

“The co-ordination of all of these parts of the business needs to have a common denominator which is the Customer Service Centre. 

“To put it bluntly, the customer does not care if there are traffic delays, trucking issues, plant breakdown, or stock outages, all they want is their expectations for delivery and service met, and their orders managed and communicated clearly and promptly. And that is what we are here to deliver. Our customers can rest assured that their requirements are always front of mind and we continue to strive to meet their needs every day.”