Thomas Sanderson – Operations Healthcheck

Posted by Rachael Pullen on June 27, 2017

Thomas Sanderson2

Thomas Sanderson had experienced substantial growth and had moved beyond supplying and installing conservatory blinds, into offering additional services for their customers, such as window styling and valeting. To ensure that they continued to grow and that their standards and service were maintained, Thomas Sanderson engaged Leadent to perform a healthcheck on their operations.

Working in partnership with Thomas Sanderson we:

  • Provided expert advice on dynamic scheduling best practice including appointment optimisation and capacity planning
  • Provided advice on end-to-end processes improvements across sales, marketing, contact centre and mail centres to adequately forecast supply and demand
  • Improved conversion rates by mapping key data allowing for effective decision making and consequently;
  • Identified efficiency savings through refined marketing and processes
  • Identified 9% of overall marketing activity that wasn’t adding value

Our Leadent Healthcheck helped us understand what a best in class field service management process solution could offer and where we fell short.  Of particular value was Leadent’s ability to take a wider view of our business.  This resulted in us being able to take a big step forward in optimising our marketing efforts helping us to see the 9% of activity that wasn’t adding the value we thought.

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Rachael Pullen

Creative yet methodical in her approach, Rachael is passionate about providing an exceptional business support function to Leadent and our clients. Rachael has responsibility for all administrative tasks, and she thrives on the knowledge that it all ‘just works’.