- Tailoring sales and service channels to customers
- Focusing on key sectors
- Developing and deploying relevant solutions
- Evaluating bolt-on M&A opportunities
Improving Customer Service
We’re improving how we tailor our service to customers with the implementation of global and national account management for large customers and an enhanced customer relationship (CRM) database.
The acquisition of Dryco, a moisture control business, this year, is illustrative of the acquisitions we pursue to expand our product range for customers. Acquisitions like this also create opportunities to sell power generation.
Implementation of new Customer Relationship Management (CRM) system
Following our extensive customer surveys last year, we identified that whilst we offer a high standard of customer service. It is a ‘one size fits all’ approach which is not appropriate to all of our markets. We are implementing a new CRM system, using SalesForce as a service provider, which allows us to better tailor and personalise the service we provide our customers, and more efficiently delivering the outputs they need.