Customer Centricity

Customer Centricity

Working As ONE CEMEX For The Customer

Ian Fincham, Sales Executive, recently took a call from Richard Cowley at 4pm on a Thursday.  One of his customers (Rockland Concrete in Peterborough) needed concrete the next day. However, Rockland were a cement customer so they didn’t exist in Readymix.

After speaking to Richard, Ian got straight back to Colin Phealen, the MD for Rockland Concrete. Colin explained his site plant wasn’t operational and that he was due to make his first pour for TSL projects the next day for their 15km3 project at Peterborough Gateway. He needed to impress his client.

Ian sprang into action: “I managed to speak to our Shipping office, and with the help of Neil Woolner we managed to get trucks organised. During this time, I also spoke to Operations Manager, Andy Lawrence, and Plant Manager, Tom Reidy.  They ordered materials but had to get in Limestone especially from Dove Holes via Ely, and all of this with no notice at all.

The following morning I contacted Martin Wheeler who extended Rockland Concrete in to Readymix with a £30,000 limit. We then even managed to get on to site before the customer was ready at just after 9am, Friday 24th May. We also poured another 200m3 on the following Tuesday and I passed over the enquiry for aggregates to Matt Doran for ongoing supply.

So many people helped make the impossible possible, but it showed that when CEMEX collaborate, we exceed our customer’s expectations. Finally, a special thank you to Richard Cowley who believed it was worth investigating and wouldn’t stop without trying to help our customer.”