When: October 5, 2018
Who: Birchwood Price Tools
Miles travelled: 1,150
Track of the Day: Flames – David Guetta & Sia
What is the first thing that comes to your mind when one mentions “Nottingham”? Chances are it’s a certain roguish outlaw favouring Lincoln Green. For me, from now on, this city is synonymous with proud business owners, exceptional customer support, and remarkably in-sync sales teams.
Historically, Nottingham has been a city of free thinkers; from Robin Hood to the rebels of their time, Lord Byron and D.H. Lawrence. People of the city even burnt down the castle back in 1831 in protest to the city’s slums. The rebel spirit is in the air.
It is only fitting that the company I visited in Nottingham, Birchwood Price Tools, ‘encourage free thinking’ as one of their core values.
Birchwood Price Tools are the leading manufacturer of workwear and site equipment in the UK. They are famous for brands like Scruffs, Van Vault, Tough Grit, and Defender. They’ve done an outstanding job in building these distinct brands, creating awareness through bold ad campaigns, and even turning some of them into generic trademarks (‘Van Vault’ now stands for all vehicle-related security containers).
The BPT team are driven by a culture of trust, encouraged innovation, and pride for their products. They are incredibly in-sync and always push each other to go that bit further. Jonathan, the head of contact centre, and Sam, digital marketing manager, both emanate an amazing amount of energy and drive.
When quality is paramount and the team is that united by the brand vision, working as one, it’s no surprise that BPT have made it to the finals of the UK Customer Experience Awards for Best Small Contact Centre & Customer Satisfaction. It was rewarding and humbling to learn how OnePageCRM contributed to this success. Since they started using our system, their Net Promoter Score,which showcases customers’ willingness to recommend a product, has increased from -6 to 46.
From all of us at OnePageCRM, best of luck with the awards ceremony on October 11th!
This award is not the only one potentially on the cards for BPT. Scruffs has been shortlisted for two categories at the 2018 On The Tools Awards: Boot Brand of the Year and Workwear Brand of the Year. The voting is still open!
On the Road to Success
The team shared how OnePageCRM has been instrumental in streamlining BPT sales processes and their growth. According to Jonathan, it “completely transformed the communication process between the internal and external sales teams”.
Prior to OnePageCRM, field sales reps were virtually disconnected from their office counterparts. Both teams operated separately which affected accurate quoting, led to delays in customer communication, and reduced the overall team efficiency.
The mobile version of our system and the speed dialer app allows the field reps to manage their deals on the go and keep the office guys updated with a quick comment. And the internal sales team can now track and record every update, making reporting much simpler and more efficient.
As Jonathan puts it, with our system the field sales reps culture changed from “Hey, I made the sale, what else do you want from me?” to “Just add your comments to OnePageCRM. All my meetings are there.”
It was very emotional to walk in the room and see about 20 something people with OnePageCRM screens open. It’s one thing to know that what you are building helps people become more efficient, organised, and better at what they do, and the other — to see it in action.
Thank you, Jonathan, Sam, Rachel, Laura, Helen, and the rest of the BPT team for an amazing insight into your work and our product’s impact on a global scale! I will put your workwear to good use back at home and will and pass on the high praise to Carmel, our own Customer Success hero.