Customer Centricity

Customer Centricity

Changing to adapt to our customers

The team in the Asphalt planning office demonstrated how being flexible to the customer needs have paid off in Asphalt. 

Phil Guest, Supply Chain Manager explains: “In the Preston Brook Planning Office, we’ve always tried to work on the basis that every Planner should be able to deal with every customer enquiry or order – essential to deal with the volume of calls we receive. However, one particular Asphalt customer, Resurf, has proved difficult to please due to the number of jobs they have on at any one time, and the number of amendments that the customer makes to each job both before and during delivery.

These multiple amendments were leading to mistakes, which can be very costly on Asphalt, so we’re trialling having one Planner who manages all their orders and amendments, thus keeping a much better track of the jobs.  Melissa Whitby, the Planner concerned, has so far made a big difference in the way this customer is managed.  And it’s not just us who think this, it’s the customer too.  Their Order Co-ordinator (and daughter of their MD) Jodie Curphey says:

 “There has definitely been a noticeable difference since working alongside Mel. Everything is running a lot smoother. We have both agreed it causes a lot less headaches for both CEMEX and ReSurf dealing with Mel only.

 I personally think it makes sense having one point of contact. It saves so much time and confusion when placing orders or making amendments – the process just seems a whole lot easier.

Thank you Mel”.

 Whilst we’ll never have the resources to handle every customer this way, we’re looking to see if we could extend this to other key customers with some of the other Planners.

If we get the loyalty benefits shown above, it should be BEST for Customers and Shareholders too.