Crown Difference - A Customer-Focused Approach

Maintaining a professionally attractive organizational culture is one of the core philosophies of the Crown Worldwide Group. Our professional staff is committed to providing their clients with proactive customer service while delivering global, regional and local solutions. The Crown team is accessible, accountable and armed with the knowledge needed to anticipate and meet our clients’ specific requirements.

Account Managers

An Account Manager is assigned for each and every one of our clients and is responsible for every aspect of their client’s account. In addition to managing the day-to-day delivery of services, the Account Manager will share industry trends, global best practices and provide consulting services. They will advise on retention and destruction policies, prepare Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure that their client’s needs are agreed in writing. The Account Manager will also organize bi-annual meetings to ensure that any operational issues are dealt with in a professional manner and to provide a proactive forum to discuss ideas that will continually improve Crown’s service delivery.

Management Center Staff & Drivers

Once systems have been established and the client’s records have been safely stored at one of Crown’s Management Centers, the warehouse staff and drivers play a significant role in the service delivery. Crown’s staff members are screened and undergo security evaluations and must demonstrate safe driving records before they are employed. Once they are hired, they are required to sign confidentiality agreements and only these Crown staff members are allowed entry into Crown’s Management Centers.

Crown University

Training is important for the professional and personal development of our worldwide team. Training efforts ensure that all employees are clear about their roles, have the skills, tools and knowledge that is necessary to carry out their role within the organization. All of Crown’s training efforts are hosted under the umbrella of Crown University, providing a variety of training methods such as facilitator-led workshops, on-the-job training and Crown’s proprietary eLearning program, CU-Online.

Equal Opportunity Employer

Crown is a service organization with employees of over 50 different nationalities, many who live and work in the developing nations of the world. Crown understands that labor standards vary from country to country and complies with the labor laws in each of the countries in which we operate. It is a global policy to ensure that all of our employees have suitable wages and working conditions. Crown is committed to the principles of equal opportunity in employment and ensures that no applicant or employee receives less favorable treatment based on gender, marital status, age, race, color, nationality, ethnic or national origin, religion, HIV status, disability, sexuality or unrelated criminal convictions.

Staff Communication

Each business day, Crown posts "Ticker" stories on the company’s intranet. Topics including community service, technology enhancements, new office openings, staff changes, etc. "The Crown Voice" is a printed newsletter issued three times a year and features stories about The Crown Worldwide Group. "The Global Record" is both printed and available online. It provides News and Views for Clients and Friends of Crown Records Management, including articles from industry experts and stories about the Crown Records Management team around the world. These keep internal and external stakeholders aware of current activities at the company. Crown has a policy of encouraging its branches to provide information to their employees on a regular basis. This information includes matters relating to the company's performance, its prospects in the markets it serves and future outlook of the business.

Employee Recognition Program

At Crown, we believe that Crown employees should be acknowledged and rewarded for their successes and commitment to serving their clients. The QUEST Employee Pin Awards were implemented to reward Crown’s worldwide employees who have proven to go above and beyond the call of duty in their efforts to "delight the customer." Employees from around the world are nominated by their managers and the winners receive a QUEST pin, a certificate and are duly acknowledged in Crown’s internal newsletters. In addition, annual awards are given including the Chairman’s Award, The Customer Service Award, Outstanding Achievement for Records Management Services and the Eco Management Award. The Crown Worldwide Group has also established a QUEST Hall of Fame, which recognizes exceptional Crown employees who provide outstanding support to all of their clients and/or have demonstrated a dedication over a long period of time.