Office-based team enables BEWI to deliver the best customer service experience
Within the past year BEWI has set up a national five-strong desk-based account management team focused on customer service, and with a remit to support the sales team out on the road.
Providing support to customers on both the insulation and packaging sides of the business, the new team has been restructured, with a number of new positions created and additional members joining the team, most of whom are now based in Gravesend. As the company continues to develop its business in all areas, the new Desk-Based Account Managers add vital capacity to its overall sales and customer service capabilities.
“This is a new team, structured in a new way,” explains Louise Finney, Sales & Customer Experience Manager. “Previously based in Sussex, we felt it was important to relocate the customer service function to our head office in Gravesend, bringing the team closer to the wider business. We have also strengthened the team by adding new internal sales managers, whose roles are both reactive and proactive, supporting sales, customer service and technical enquiries, while helping to deliver a seamless customer experience.”
The Desk-Based Account Managers work closely with the company’s established sales team and business development managers out on the road, so that the majority of sales leads now come into Gravesend, where most of the team are based, although a customer service function for insulation remains near the factory in Howden, Yorkshire, and also In Wigan for Jackoboard.
“I am delighted to say we are already seeing positive results from the restructuring we have carried out,” says Louise. “It has taken pressure off the sales team on the road, enabling them to focus on to on-site customer support, product training and developing new business. I am confident that the increased resource that we now have will pay further dividends as the company continues to develop in both the insulation and packaging markets.”