How We Transformed Hope Cement’s Customer Experience in Just Three Months
About Breedon
Breedon acquired Hope Cement in 2016, becoming one of the leading construction materials groups in Great Britain and Ireland. The company operates two cement plants, around 80 quarries, 40 asphalt plants, 170 ready-mixed concrete plants, nine concrete and clay products plants, four contract surfacing businesses, six import/export terminals, and two slate production facilities.
The Challenge
Hope Cement’s Proof of Delivery (POD) process was creating significant issues for the business. The cumbersome system required two full-time employees to manually locate the correct paperwork and email it to customers who had called Credit Control to request it. With an average of 1,000 calls per month, this process was not only costly but also unsustainable.
How We Helped
We provided a solution that empowered customers to manage their own PODs. We developed and hosted a self-serve portal, integrated with a third-party scanning partner, allowing customers to easily access their PODs online. Additionally, we added reporting functionality so customers could report any issues directly through the portal. We met Hope Cement’s tight deadline of three months, and as a result, those 1,000 monthly customer calls dropped to zero.
The Results
The new system dramatically improved the customer experience while significantly reducing the pressure on the Credit Control team. Furthermore, the company achieved substantial cost savings by eliminating the need for resources to handle these calls.