We are committed to growth, improvement, and collaboration. This year, our Operational Management Team embarked on an ambitious initiative titled “Give Me 5”, inviting every employee to contribute five ideas to improve Ellard for our team, customers, and stakeholders. The response was overwhelming, with 240 actionable suggestions submitted.
After a thorough review, the Operational Management Team has already started implementing several impactful ideas. Let’s take a closer look at five initiatives already in motion and explore how they’re benefiting our employees, customers, and the business as a whole.
Tablets in Training Rooms and Trade Counters
We’ve introduced tablets to our training rooms and trade counters to streamline feedback collection and improve training efficiency. These devices enable us to capture invaluable insights from training sessions and customer interactions.
For Customers: Enables us to better understand customer priorities, enhancing their experience and ensuring their needs are met effectively.
For the Business: Provides data-driven insights to inform decision-making, ensuring continuous improvement and innovation.
By integrating this technology, we’re fostering a culture of learning and adaptability, key components for staying competitive in today’s market.
Automated Ticket System for Calls
We’re looking at introducing an automated ticketing system to manage customer calls more efficiently. The system ensures each query is traceable and professionally handled, saving time and reducing manual errors.
For Customers: Guarantees faster and more accurate responses, improving overall satisfaction.
For the Business: Increases efficiency and professionalism, building trust and credibility with stakeholders.
With this automation, we’re creating a seamless customer service experience while empowering our team with better tools.
Regular Product Training for Staff
To ensure our team is equipped to handle customer inquiries confidently, we’ve initiated regular product training sessions. Each employee is assessed using a training skills matrix, with the goal of achieving a minimum skill level across all areas by year-end.
For Customers: Provides accurate answers during their first interaction, saving time and fostering trust in our brand.
For the Business: Boosts efficiency and reduces call-handling time, ultimately leading to higher customer retention rates.
This initiative ensures that everyone at Ellard is a product expert, ready to assist customers with clarity and precision.
TVs for the Customer Service Team
Installing a dedicated TV for the Customer Service team will serve as a dynamic tool to highlight opportunities and relevant information, offering visual aids and prompts for our team to note when on the phone with customers.
For Customers: Ensures they are aware of all relevant products that add value to their purchases.
For the Business: Drives additional revenue and increases turnover, maximising the value of every customer interaction.
This initiative underscores our commitment to proactive customer engagement and revenue growth through innovative tools.
Indutrade Collaboration
We’ve proposed and implemented a new collaboration with Indutrade, our Parent Company. Installing our blinds motors in their UK Office, alongside window stickers stating, “Powered by Ellard”. This collaboration involves minimal investment but has the potential to create significant business opportunities through high-visibility marketing.
For the Business: Expands market reach and generates sales enquiries, driving conversions and revenue growth.
By working with Indutrade, we’re positioning Ellard as a leader in cutting-edge solutions and leveraging new marketing channels.
The “Give Me 5” initiative has demonstrated the power of collaboration, innovation, and collective problem-solving at Ellard. By empowering employees to contribute ideas and taking action on those suggestions, we’ve not only improved operational efficiency but also strengthened our relationships with customers and stakeholders.
These five implemented ideas are just the beginning. Together, we’re building a future where Ellard continues to lead in excellence, innovation, and customer satisfaction.
Comentarios