At 11am EST every weekday morning, QRS holds a full staff meeting (virtual or live) to review current projects on their docket, discussing each customers’ specific needs, from componentry to factory schedules. The group weighs in on any special needs or last-minute changes as jobs move ahead; they touch base with customers at least once a week. It is this type of value-added customer service—in addition to technical, sourcing and project management knowledge—that QRS says sets them apart from other turnkey companies.
 
Here, Jennifer Corey, director of business development, QRS, speaks with Beauty Packaging about how the team’s experience on the brand side eases the process for their own customers; how every customer should feel like “their only customer” —and how their Turnkey style is “different” from what other companies may offer, including how they “take the ick out.”
 
Jamie Matusow: Please provide a few details on QRS. What makes you stand apart from other Turnkey suppliers?
Jennifer Corey: Traditionally a Turnkey project is handled “all-in,” product and package development and supply. Our turnkey service offering is a bit different in that we have found that working with our customers based on their needs and what works best for them to be the most effective.  We evaluate the project as a whole and what the customer is bringing into the project and where we can fill those holes.  For example, if a new customer has come to us and has a standing relationship with a contract manufacturer, typically we will work with them directly and supply the primary and secondary packaging, managing the project in a turnkey fashion, and delivering a finished good. 

JM: Do you offer additional services to Turnkey?
JC: Absolutely!  We have several customers where we are supplying full packaging only. We have found this “turnkey package” method of supply is what works best for those customers’ specific needs as we ensure all the parts and pieces fit together.  We will work with their contract manufacturer to confirm that what the customer has chosen will work with their equipment and that all design elements provided by their designers are technically achievable. 

JM: How has the team’s background on the brand side led to your ability to offer a seamless process from developmentthrough delivery? And helped you anticipate every need and be proactive?
JC: We have several team members who have worked for brands in the past.  This allows us to not only anticipate the problems that can arise, but it also helps us to understand what our process had to be to be consistent with our goal of being the best in service.  When QRS began, it was important that we captured the most positive experiences that we had as buyers and use this background to ensure our customers experienced the same, with us as their supplier.  At the core of this was service.  We wanted to allow our customer to truly experience the years of expertise we bring to the table and not have to worry about any of the time-consuming operational tasks (what I refer to as the “ick”) that take away their ability to focus solely on other projects, or sales and marketing of their products.  We want each customer, no matter their size, to feel as if they are the only customer we have. 

JM: We know customer service is key at QRS. Can you tell us about the team’s value-added customer service—in addition to your technical, sourcing and project management knowledge.
JC: Answering calls, emails, text messages in a timely fashion, (we jokingly say that we want to answer all questions just before they are asked) are only one small aspect of the importance of service to our team.  We want the process we have put in place to feel as seamless as possible to our customer.  We do not want them to feel as though we are merely a supplier; rather an extension of their team that just happens to sit elsewhere.  We have weekly calls set up at the onset of a project to allow for a touch base for the team.  We review the calendar/timeline that is put together for every project where each milestone is outlined.  Transparency and collaboration are key, and our ultimate goal is for our customer to experience all of that and truly understand the benefit of working with our team at QRS.