PSA will announce several changes to its submission processing platform on Tuesday and provide customers with an update on efforts to combat slower than normal turnaround times.
Company president Steve Sloan says some of those changes will include:
- A “Turnaround Times” feature on the PSA website that will update current turnaround times each Monday “using actual order processing data from the week prior.” The aim is to provide customers with a better sense of when they can expect their order to be completed.
- PSA is planning to add an “Order Status” bar inside the “My Account” section of the website that will serve as an order tracker along the lines of what you get when you order a pizza at Dominos, proving collectors with step-by-step updates for a submission as it moves through the PSA system, from receiving to shipment, allowing customers to “see” their order working its way through the process.
- The company will announce it has expanded its receiving team, cross-trained employees and added a second shift to get packages entered into its system at a faster rate.
- PSA has added customer service staff but is still training some employees and hiring additional staff. The goal is to provide faster email response times and lower call wait times in the coming weeks.
- The company will also provide customers with early access to the labeling of orders. Sloan says “if an item is not labeled correctly, customers will have the ability to notify PSA of the error and initiate a correction before the collectible leaves our facility.” It’s hoped the move will cut down on the number of returns for labeling errors and ease the burden on the company’s receiving team.
Sloan says some of the changes are the result of feedback provided by members over the last month. PSA will have a booth at next weekend’s Chicago Sports Spectacular and Sloan says he will be available to speak with customers who have additional feedback or are interested in going to work for the company.