Bristol
In the pipeline Quarter 3 2016
Sweet as Sugar Customer Relationship Management (CRM) is something sadly lacking in many companies and a
Kellianne Grey works as a CRM manager at Bristol and is acutely aware that things go wrong: there are misunderstandings; favouritisms; misinformation; and a myriad of problems that plague the smooth running of any business. Her first task was to update all the existing customer data at Bristol, remove redundant information, ensure the contacts hadn't changed and simply keep in touch with everyone. This meant speaking to all of Pirtek Bristol's customers, greeting them, especially if they hadn't used the company for a while, making sure they were aware of special offers, and most importantly resolving any complaints or problems with clients. If
service that is often confused with just another opportunity to increase sales. Pirtek Bristol has its own take on what CRM really means.
they were old or redundant accounts, asking why they had ceased using Pirtek and if they would like to use their services again. Grey admitted this wasn't an easy task. “Pirtek UK is trialling a new system called 'Sugar' using Ipads which has to be integrated with the current PDA system. I'm very much the guinea pig on this, trialling the system to see how it works and if it can be improved and developed. Its one big advantage is that I have access to national accounts and can share information within the Centre. We even have a Sugar Academy so I can learn on line. It also allows me to communicate directly with customers and the MSSTs. We can all upload photos, and seek
and labour intensive process, but that integration is now starting to bear fruit. “I can't say I enjoyed the initial work. It was hard work and not the role I had anticipated. However I have made the role my own now and turned it into good old CRM. I can now see the benefits with all the records straight at last. I needed to do a lot of customer research first, and the Centre has certainly has more happy clients, who like the personal touch. Is it working? Definitely. If a client wants to have moan, then he knows he has a sympathetic ear. I have improved the service they get, challenged all sorts of myths about Pirtek prices and most importantly of all, make sure they get what they need, on time and at the right price,” Kellianne Grey concludes. “Now that's what CRM is really all about.”
technical advice and help,” she explains. “Building good CRM with clients isn't always easy but this system certainly helps. If a customer has an issue, then I am here to put it right, provide the correct information and make sure they get the service they deserve. Although I have a good working knowledge of the construction industry, particularly through my H&S work, I often go out with the MSSTs to watch methods of working. I have to be careful to ensure that my work doesn't become a sales role, although through CRM we have picked up 12 projects we wouldn't have seen otherwise. Being in direct contact with the MSSTs ensures that information is kept up to date and that sales leads are passed on to our sales manager Mike Bailey for action. It's good and effective teamwork.” The integration of the new system has been a slow
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