The project to transform the Order Fulfilment structure is progressing after delays due to lockdown restrictions, with a plan to enter 2021 with internal teams fully in place and customers transitioned.
Earlier this year, the business began to move away from a structure which was split into managing contract orders and standard sales orders, which sometimes left customers frustrated at being passed from one department to another for different order types.
The new structure seeks to ensure that customers are always dealing with the same team within Ideal Standard, to improve customer service.
At this point in the transition, internal Salesforce training will be completed in the coming weeks and end-to-end training for specific customer groups will follow.
The customer groups will be transferred one step at a time in a pre-planned process, ensuring no disruption to service.
Senior HR Business Partner Vikki Atkin said: “There’s a dedicated task team to ensure a smooth transition. This is being project managed to include all levels of experience.
“In the next steps, there will be formal training to prepare the teams to take on the new types of customer requirements with a goal to improve customer-centric service.”
The new structure will move from the previous approach of the order fulfilment teams being split into strategic independents, contract supported customers, national merchant branches and national merchant distribution centres.
A recommendation of Project Flywheel was to move into a more customer centric model which would serve customers through one point of contact end to end. The customer transition process is designed to achieve this.
We are now transitioning to a model of dedicated teams specifically responsible for national merchants, independent merchants and specialist customer groups, which includes direct supply, POD, panel manufacturers and export.
The nationals team will be led by Colette Jones in Armitage, the independents team will be led by Rachel Watson in Hull and the specialist team by Tracy Smith in Armitage.
The restructure aims to ensure customers have a single point of contact at Ideal Standard and that our teams are more aware of their role within the overall project process, from initial inquiry to completion and aftercare.
Rachel said: “For many years the teams and our customers have been frustrated about the way work was split and the resulting call transfers having to take place from one team member to another.
“We hope the dedicated team gives everyone the confidence that we are here to support and are fully up to speed on all customer activity, this will also support a more pro-active approach to customer service.”