The CCO position was created to bring cohesion to various departments and to serve as an advocate for customers. Ray Ramu, a long-time Saia executive, was appointed to the role last year.
With his sole focus on the customer, Ramu is able to represent the interests and needs of customers in all aspects of Saia’s business while driving proactive change throughout the organization.
“Every department makes business decisions and those decisions will impact customers,” said Ramu. “My job is to make sure that those decisions are being made and that the customer’s voice is being heard.”
As a service-oriented company, Saia strives to be proactive in its efforts to achieve and continually maintain high levels of customer satisfaction. This position ensures that Saia is consistently providing a quality experience for customers.
In this role, the CCO monitors interactions of the sales, marketing and customer service departments to ensure proper service, but also searches for opportunities for growth within those departments that will further benefit customers. Ramu also devotes time to working with operations, which aids in identifying areas of improvement in Saia’s service offerings that can then be addressed as necessary. Through managing these departments and implementing changes that bring value to customers, the CCO builds a culture of trust and efficiency.
The CCO looks at all encompassing aspects of the business that influences external perceptions and emphasize quality. Drivers are expected to represent themselves, and their customers’ businesses, professionally and pleasantly; truck equipment is evaluated for its appeal and operational functions; and employees are encouraged to provide support and assistance that goes above and beyond expectations.
The addition of this unique role is another way Saia evolves to meet the needs of customers.
“Our ultimate goal is to build rapport and establish trust with our customers,” said Ramu. “This role allows me to focus on interactions and opportunities that can lead to a thriving partnership.”
Hear more from Saia’s CCO Ray Ramu in this video.