£1m +

incremental sales


internal campaign records


very happy client

Plumbing Trade Supplies (PTS)

Multi Channel CRM System

The Problem - PTS faced difficult challenges in a tough construction and economic environment with a lot of competition. Their customer bases were small, disloyal and were not spending enough. Active customers were not being spoken to, some were being ignored.
New customers were experiencing difficulties in account openings and this poor experience influenced their impression of the brand and ultimately spend. There were some great stories and products to sell but opportunities were being missed.

Our Plan - Our objective was to make the customer experience smoother and regulate spending through developing a CRM system that ultimately created a stronger brand presence.
This involved researching the PTS customer base and creating a customer journey suitable for the business requirements. The CRM system employed the latest automation software and innovative personalisation techniques, which delivered a multi channelled CRM system (DM, email, SMS) with a joined up series of campaigns. The dynamic automation made it very attractive to a client with a small resource.

The Results - The results broke all targets and records. In the first month, the sales achieved were over £1m. The system has clearly regulated spend and persuaded customers to re-appraise the brand. We wait in great anticipation for the final results and ROI which will be calculated after the first year of the CRM campaign being in place.

Such a pioneering project comes with challenges, but the results speak for themselves. PTS now have a fully automised CRM system delivering what seemed impossible.