It is reported that 75 per cent of UK customers prefer human interactions over AI technology and 31.3 per cent prioritise excellent customer service.
Recognising these key customer trends, Europa Worldwide Group’s dedicated European road freight division, Europa Road’s branches in Belgium and the Netherlands have strengthened their service offering bycreating a centralised customer service department for the Benelux headed up by Abigail Brooks.
Europa Road’s Benelux-based specialists manage road freight between Belgium and the Netherlands and the UK.
Since acquiring Continental Cargo Carriers in 2018 and subsequently opening in Rotterdam in 2023, the teams based in Ostend and Rotterdam have successfully expanded their customer bases, launching Europa’s market-leading DDP service, Europa Flow and meeting increasing demands for reliable full loads, part loads and groupage road freight services.
Abigail Brooks has been appointed as Manager of the Benelux Customer Service Department after a career at Europa Road in the UK which has spanned seven years. Joining the business as a Sales Operator and working her way up to Branch Manager in Birmingham.
Commenting on Abigail’s new role is Regional Sales Manager for Benelux, Jack Baxter: “Abigail will support our Belgium and Netherlands teams as part of our latest strategic investment to further enhance our customer experience in the Benelux. Following the success of our UK operation, we’re establishing a dedicated team to care for customers across the region.
“One of our core values is ‘We offer great customer service, wrapped in passion and personality’, which is a testament to the company’s commitment for offering the best service possible at a competitive price. As a business, we prioritise training and development of our team and Abigail has played a key role in the Europa team to date so is the perfect individual to take on this new responsibility.”
Abigail Brooks, comments: “This is an exciting new chapter for me, marking the next stage in my Europa journey. In this new role, I’ll be responsible for customer service across our teams, uniting our branches to guarantee a focused approach for our customers.
“I will be focused solely on helping solve customer supply chain dilemmas, delivering competitive pricing solutions and training and developing our growing customer service team to ensure an expert level of market understanding across the board.”
Europa has invested heavily in best-in-class communication with customers using both people and technology to provide the finest combination and flexibility for customers.
Following Brexit, Europa Road has worked to provide its customers with the best transport solutions. It’s market-leading DDP product, Europa Flow, was welcomed by customers in 2021 as the answer to post-Brexit delays, costs, and paperwork. Having invested £5 million in this innovative service, this market-leading solution cuts out complexities, ensuring goods are delivered with a pre-Brexit service.
