After winning a host of new contracts during its 40th anniversary year, furniture logistics specialist Andrew Porter has revamped its procedures for an enhanced customer experience.
All administration tasks, such as daily schedules and order processing, have been removed from the customer service staff and passed to a new, dedicated planning team. Under the leadership of planning manager Dave McKenna, a team of three full time staff will ensure that all deliveries run smoothly, allowing the customer service team to concentrate 100% on communication.
MD Tim Aspey said the restructure would allow the firm to grow its customer base without compromising on customer service.
“On the back of our contract to provide all home deliveries and installations for Nolte Mobel and an expansion of our existing work with HSL, we decided to review our procedures to ensure our customer communication did not slip,” he explains. “We have expanded our customer service team to six full-time staff members and the separation of admin and planning tasks has allowed for a more focused and streamlined approach all round.
“It means that we will be able to answer delivery queries much faster, and ultimately it will reduce our lead times because the whole process has been speeded up.”
The firm, based in Lancashire, now employs 120 staff and has an operation fleet of more than 60 vehicles. This year Andrew Porter celebrates its ‘ruby anniversary’ and has won a host of new business from clients including Dormeo Octaspring, Lebus Upholstery, Westbridge Furniture Designs and New Trend Concepts.