1.

Introduction
Logistics represents an ensemble of organization, displacement, supply, etc. that allow the
operation of an army, enterprises, etc. Logistics means having the right object in the right place
at the right time. The process that ensures a consistent and uninterrupted flow of products and
services from the organization's suppliers, taking into account the processes within the
organization, up to the final customers. The logistics process deals with operations and resources
in the following fields: supply, acquisitions, stocks, warehouses, transport, customer services,
etc. A possible definition of the notion of logistics is the application of the 6Ps: The right
quantity of the right goods, at the right time, of the right quality, at the right costs, in the right
place. It is often met the 7th P which includes information suitable for all participants, especially
in the production of "just in time" the processing of information where it plays a very important
role.
We chose to analyze the customer service of the company Nufarul because it is a company that
is providing cleaning services and we consider that when providing services, customer service
has a greater impact than when providing other type of products.

2. Theoretical aspects
In a competitive environment, customer service is a vital mean of differentiation from
competitors and of customer devotion. Setting the components of customer service and
evaluating the level of service are means of keeping the company’s competitive advantage.
The purpose of the logistic system is to serve clients as well or way better than the competition
and at the same time to create profits. Customer service is the chain of sales activities and
meeting customer necessities, which starts with getting the orders and ends with the delivery of
the items to clients, in a few cases continuing with equipment support services
The role of customer service is to supply time and put utilities within the exchange of goods and
services between the producer and the customer. In another form, the product has no value until
it is in the hands of the client. Availability may be a complex concept, affected by numerous
variables that together shape the customer service. These components include the recurrence of
the delivery and its safety, the stock level and the time interval the order is released.

In a survey of 3,000 customers across the world and looked at our data index of 45,000
companies using Zendesk to find this answer.
By using a survey of 3,000 customers from all around the world and from a data index of 45.000
companies that are using Zendesk, we learned that the most important 4 principles of customer
service are:

 Fast resolutions

 Having the ability to find answers as soon as questions come up—24/7 and in real-
time

 Interacting with a friendly, understanding agent

 Being able to contact support via the most convenient channel

There's a difference between customer support and customer service. It helps to think of
customer support as the how, such as the nuts and jolts of troubleshooting an issue, and customer
service as the why—why it’s suggested to set up your cloud account in a certain way or why
today’s issue might balloon into a bigger issue in time on the off chance that certain steps aren’t
taken.

A customer support team can fix a specialized issue within the short term, but giving great
customer service helps construct connections and establish a genuine partnership in the long
term. Adding the “why” into the support process makes strides the involvement for clients, and it
helps operators grow. (Gupta, 2020)

3. Company presentation
Nufarul was established on 7th of November 1960 and is one of the oldest profile company from
Europa, having a tradition of over 55 years in the modern sector of washing and chemical
cleaning.
In 1991, the NUFARUL enterprise was transformed into a joint stock company, based on Law
no. 15/1990, operating under the name of S.C. NUFARUL S.A.
Up to these days, the company has constantly improved their services, technology and locations.
For meeting the needs of the customers, individuals or institutions, they created a complex
network of units, fitted with modern equipment and technologies, which provide quality services,
diversified in terms of the type of service (washing, cleaning, ironing, self-service) and the
processing time.
The services offered by the Nufarul are the following:
• laundry-drying clothes (textiles, natural leather and furs)
• washing linen and cleaning pillows
• cleaning carpets and rugs
• industrial laundry: cleaning the work uniform (gas stations, car services, hotels, security
agencies, shops, etc.) and laundry (hotels, restaurants, saunas, barbershops, curative and
educational institutions, etc.)
In the las years, Nufarul has rapidly extended its home delivery services as they wanted to offer
their consumers an efficient way to easily adapt to the dynamic pace of everyday life.
Another important aspect of the company is that Nufarul is a founding member of the Romanian
Board of Washing and Cleaning Services and Equipment Suppliers, as well as a member of the
International Drycleaners Congress (IDC) and regional vice president and member of the
International Committee of Professional Textile Care (CINET). (Nufarul.com.ro, 2021)

4. Analysis of the Company’s logistics activity | Customer Service

1) Order processing - the customer goes and deposits the clothes he wants to wash. He receives a
receipt with which he will pick up the order.
2) Storage - after washing and ironing the laundry, they are most often stored on a rail with a
single receipt.
3) Inventory control - clothes with a unique number are easy to identify.
4) Transport - the customer can to pick up himself the order or it can be delivered home by the
company.
5) Packing - after loosening the clothes, they are wrapped in plastic to be protected.

Nufarul Laundry has many competitors. There are at least 76 registered laundries in Bucharest.
Customers have a variety of prices and services, not to mention that location is also a crucial
factor. The company managed to expand in all sectors, capturing customers from all over.
TECHNOLOGY:
Nufarul always contributes in restoration, investigation, and individual frame, in arrange to
extend the quality exhibitions essential in serving clients and compliance with natural assurance
enactment. Innovative arrangements utilized in our units for chemical or damp preparing, but
moreover for support and wrapping up, are given by companies with an around the world
convention, such as Electrolux, Horse, Firbimatic, IPSO Miele, Böwe, or Wascator, whereas the
quality of preparing is guaranteed. by the specialized workforce, who select the ideal, total
strategies of treating the articles so that the color and structure of the fiber are not influenced and
the beginning appearance is maintained.
The innovative prepare in NUFARUL units entirely watches the taking after phases:
  careful perception of the objects brought for preparing from the point of see of the
composition of the fiber blends and the condition of the texture, distinguishing the issues
that showed up amid everyday wear (stains, emphasized regions of soil within the region
of collars, sleeves, and pockets) -analyzing the data given by material names with upkeep
recommendations
 careful extraction of stains, utilizing specialized separation cabinets and arrangements
particular to each sort of stain
 brushing and withdrawing intensely influenced zones with special arrangements made
within the company's research facility, guaranteeing an add up to the extraction of soil
from the object
 choosing the preparing strategy: washing or cleaning agreeing to the signs of the upkeep
names and the involvement of our specialist
 use of customized programs for cleaning machines, chosen by our pros for each sort of
handled object
The quality of the cleaning handle is guaranteed by:
 the presence of environmental channels and a fade filter -the energetic circulation
framework of the dissolvable, which guarantees an add up to the extraction of the dirt
 ensuring drying in a controlled bed of hot discuss, in which the question is ensured and
returns to its unique characteristics
 drum speed control amid cleaning phases
The assurance of fragile dress (calfskin, hides, silk) amid cleaning is guaranteed by employing an
armada cooled by dissolvable, hence constraining the chance of discoloration or wrinkling of
prepared objects.
The wrapping up, individually the pressing and retouching operations, is tired stages:
 each protest is pressed to begin with on the particular utilize (mannequins, presses with
diverse capacities for dress, shirts, or gowns)
 in the conclusion, the protest is wrapped up on the correcting table; the utilization of the
total run of pressing hardware guarantees each protest a supple and comfortable wrap-up,
and the wearer a tall degree of style. (Nufarul.com.ro, 2021)

GENERAL CONDITIONS

1. In the case of processing leather garments, natural fur, because they may suffer changes
due to tanning defects, youth, dyeing, caused by improper finishing, the service is
performed without warranty. For these hidden defects: stains, discolorations, burns,
peeling parts, exfoliations, the company does not grant compensation;
 2. The objects that do not possess labels with the textile composition and processing
recommendations are executed on the client's responsibility;

3. With regard to wear and tear, both parties recognize in principle wear and tear of 30% for
everything taught object;

4. In case of damage to clothing, linen, or carpets in the technological process or the case of
burglary, found by the police, SC NUFĂRUL SA will compensate the customer,
regardless of the purchase value of the object, as follows:

a. maximum 10 times the value of the service stipulated in the voucher for the
laundry and clothes orders;

b. maximum 5 times the value of the service stipulated in the voucher for carpet
orders;

2. The compensated product will remain in the possession of SC NUFĂRUL SA;

5. The objects not picked up within 6 months, are considered abandoned and can be
capitalized by the company for the recovery of storage costs or can be donated to
charities;

6. Any objections must be made when lifting the objects, they remain in the unit for
settlement. Subsequent complaints will not be considered;

In addition to the conditions listed, there are other contractual orders.

5. Conclusions

Even if the company does not provide clear information about their customer service system, we
managed to find how it works by trying their services.
The company could create a mobile application. Customers could see all their laundries, prices
and offers. The laundry also offers a loyalty card. With the help of the application, users should
not have to carry the card or worry that they forgot it at home, because the application would
take the place of the card. Another advantage is that you always know what stage they are in
with your order.
6. Bibliography/References
Definitie Logistica (2011). Definitie Logistica. [online] Comunicatedepresa.ro. Available at:
https://www.comunicatedepresa.ro/logistica/definitie/ [Accessed 14 Mar. 2021].

Scrioşteanu, A. and Popescu, D. (2013). CUSTOMER SERVICE – THE IMPORTANT GOAL OF

LOGISTICS. [online] Available at: http://feaa.ucv.ro/annals/v1_2012/EVMM-5.pdf.

Gupta, C. (2020). Customer service definition and skills for 2021 and beyond. [online] Zendesk.
Available at: https://www.zendesk.com/blog/customer-service-skills/ [Accessed 10 Mar. 2021].

Nufarul.com.ro. (2021). Nufarul | Scurt istoric. [online] Available at:

https://nufarul.com.ro/scurt-istoric [Accessed 10 Mar. 2021].

Nufarul.com.ro. (2021). Nufarul | Tehnologie. [online] Available at:

https://nufarul.com.ro/tehnologie [Accessed 10 Mar. 2021].