DSM recognises that customers need to be assured of access to their documents and media in an organised and speedy manner. Through on-line access to DSM’s database, customers can order retrievals, collections, and purchases (flat-pack boxes etc.) and can identify the speed with which they require the items to be delivered or collected as follows:
When you store your documents off-site you need to know that you can have unlimited and timely access to them at all times. On most occasions documents are retrieved by customers in a planned and systematic manner using our next-day or same-day deliveries. However there are occasions when the customer’s requirement may be more urgent.
DSM responds to all urgent requests both during and outside of normal working hours. We offer a two-hour delivery time (from the time the request is received by DSM) to all customers living within a 40-kilometre radius of our headquarters in Annacotty. For customers outside of the 40-kilometre radius we offer a ‘rush’ delivery which is an agreed delivery time based on our assessment of the fastest time we can safely get to the customer’s site.
DSM has included its achievement of this service as a key business & quality objective in both its current Business Plan and its Quality Manual and each year we track DSM’s actual success rate in this regard. Our minimum target is to achieve a 95% success rate. However year-on-year we have demonstrated a 100% record in this area.