A Customer Service Culture

When our customers need help, time is often of the essence. All 250 of us are ready to provide the assistance you need.

In our world, good customer service is one of the most important factors for the success of both us and our customers. It may be a cliché to say, "the customer always comes first," but the truth of the statement remains. At Loomis, the customer is always in the driver’s seat, and the reason is simple:

When you succeed, we succeed.

This perspective permeates everything we do, from the development of new payment solutions that allow stores to regain ownership of their customer data, to our internal initiatives like the customer center, where we have an 18-second response time, and to how we interact with our customers daily. If you ask anyone wearing the Loomis logo what matters most to them and what they enjoy the most, you’ll undoubtedly hear, “helping customers and each other.” Helping is a core part of our culture. You could say it’s ingrained in the DNA of all our colleagues—and it’s something we are incredibly proud of.

Get to know some of our amazing colleagues in this video (Norwegian only)

The Value of Human Interaction

Among those who step up when customers need help is our CIT driver, Mathias. With his vehicle as his office and the Eastern Norway region as his area, he ensures that customers' valuables are safely and efficiently delivered to the right place.

"It's really nice to visit customers. They often recognize our faces when we show up at the door, and we often end up having a chat. I’d say the relationships are based on mutual respect."

Like all our valuables transporters, Mathias does more than just transport cash and deliver change. Much of his workday involves helping customers and individuals when they face challenges. For him, meeting so many different people during a workday is very rewarding.

"I meet so many people that I learn a lot from, and with whom I can exchange experiences. I think that’s both cool and useful. It can be anyone from a store manager who has been in the industry for many years to a pensioner whose card got swallowed by the ATM. Meeting people is probably the best part of the job," he says.

More Friends Than Customers

Mathias has worked at Loomis for a couple of years, making him one of our newest colleagues. In fact, most of our employees have been with the company for more than five years, and about half have been with us for over ten years. This often leads to relationships with customers becoming more friendly than what’s typical in a traditional supplier relationship.

"When you meet the same people regularly for a decade, you become really good friends," says Carl-Axel Storheim, Sales Manager at Loomis.

Carl-Axel has been with Loomis for 35 years and has worked in sales for 20 of them. He believes it’s a great advantage for customers that so many employees have chosen to stay with Loomis for such a long time.

"I think it matters a lot to our customers that they know the person they’re calling, and they don’t have to deal with new people all the time. When the phone rings, it’s usually because the customer is in a hurry, and it helps that their contact person knows both the caller and the situation they’re in."

Enjoying Working Together

We could easily pat ourselves on the back and say that our customer-centric culture is the result of significant investments and creative initiatives over time. While we certainly put a lot of effort into building our organization and developing customer service functions, the main reason is actually quite simple:

We enjoy working together.

"When I’m stuck and need help myself, I know that my manager and colleagues are just a phone call away. And I know they’ll be there when the call comes. All the valuables transport managers have been in my shoes, and it’s really nice to know that," says Mathias, adding:

"Loomis has a really great work environment where we come together to solve challenges. I think that’s true for everyone who works at Loomis."