Case Study

Western Building Consultants

Their Problem

Western Building Associates (WBC) produce a high number of architectural proposals and building quotes for existing and potentially new customers. Many of these proposals and quotes require a quick follow-up to ensure the clients are happy to proceed.

Due to the high numbers produced WBC were unable to meet this quick turnaround. This meant that there was a backlog in these types of proposals and quotes. In addition, quotes that had expired after one month were also facing a backlog.

This reduced conversion rate was affecting WBC’s ability to grow its business in line with its forecast.

Our Solution

Following the engagement with WBC, our approach was to apply a more targeted approach to the quick turnaround and expired quotes. This was achieved using an extract from the quote tool into Excel and applying suitable flags and date tracking to support this. This was done due to the limited reporting in the quote tool. We were then able to focus effort on a weekly and monthly basis to address this.

The outcome being that we were able to increase the conversion rate and reduce the backlog. It also allowed us to target both the high value and existing large customer quotes. For any rejected quotes we were able to capture the reasons for rejection. These were fed back to WBC to learn from and mitigate the rejections.

Services provided:

Process Support
Task Management
CRM Support
Forward Planning
Reporting and Analytics

From the client:

"I have been using the services of Rachel Nash at Smart Office Support to support and bolster our business growth and provide an outsourced solution for following up on post sales call backs during a period of change for the business.

Rachel and her team have been excellent at providing a high quality and reliable service and have helped increase the conversion rate of our customers by providing a helpful and proactive approach.

Her fees have always been very reasonable for the service received and I wouldn’t hesitate recommending her to other business professional if you need part of you administration team outsourced."

James Dean, Managing Director

James Dean - Western Building Consultants

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