At any one time, they are keeping an eye on an average of 9,500 construction projects, with a value of approximately £380m.
Working closely with teams across Ideal Standard UK, if a development has made it off the drawing board, then Business Support knows about it.
With 54 full-time equivalent roles, they provide support along the full project life cycle, nurturing intelligence, helping to ensure there is sufficient product in the supply chain, scheduling contract requirements and providing after-care service to larger projects.
Demand Creation Process Manager Alison Tilsley, who leads the team, said: “We are currently tracking 9,600 projects which are either residential, non-residential or hotels, opportunities for Ideal Standard products to be specified and retained for an average of 18 months until an order is placed.
“We are also identifying taking share opportunities from our competitors and looking to convert them to Ideal Standard products, which is obviously one of our main objectives this year as a company.”
Awareness of projects comes from a variety of sources, including planning approvals database providers, sales leads, brochure request leads, enquiries from exhibitions we have attended and relationships with major construction firms such as Mace, Lendlease, Morgan Sindall, Willmott Dixon and Kier.
Within the business support team, there are teams which look after pre-sales, contract management, estimating, after care and stock availability for national merchants to service housebuilders.
The team has close working relationships with sales, supply chain, marketing, finance, operations, quality and the mailing department, among others.
At any one time, a member of the pre-sales team is tracking 400 projects each and liaising on them with their “buddy” in the field sales team, who has responsibility for the same geographical area.
Generally, business support will look after approximately 80% of the volume of projects, while sales will look after developments which make up 80% of the value.
Intelligence on the project and client is captured within our central CRM system, which is integrated through to order, despatch and billing to provide cyclical understanding of channel sales.
While project intelligence is captured at different phases of the construction timeline, our team are fully focused on managing pre-tender through interior design, architect and client engagement; moving to procurement phases by engaging contractors and sub-contractors to the supplying merchant.
Their role continues through to supporting our supply chain team to ensure product is available when required right through to the warranty and after sales process.
Major schemes could be in the system for two or three years. Something larger, like a a high rise office block, sports stadium or a major hospital, could be there for six years before an order is placed.
Alison said: “A scheme stays on the system until we either win or lose it. If we lose on price, design or not engaging with the right influencer in the supply chain, we aim to find out why so we can learn from it.
“I’ve worked at Ideal Standard for 30 years – it is in my blood and I’m very proud to be part the industry and to promote the great brands of Armitage Shanks and Ideal Standard.
“For a major part of my career I have spent time designing and shaping the needs of the marketplace to the business support processes today, and I have to say that this has been a team effort with ideas flowing and creating new processes and procedures to keep us ahead of the competition.
“We have honed and changed it in response to changes in the construction industry, whether traditional specification or design and build, and we will continue to do so.
"The people I work with are the heart of this great company and together as a team and with our great brands we are a winning combination."
So, what’s the best part of the job?
“I think tracking influencers and understanding the dynamics of the construction industry,” said Alison.
“Don’t always believe what you’re told – we need to do our own research to make sure we know why certain decisions are made, in order for us to get in the line of sight for Ideal Standard amongst all of the brands out there.
“Winning the order is a great feeling. Then, when you see the building coming together, it’s really tangible and you get a real sense of satisfaction from that.”