Ever since its launch in 1996, delivering great service to its customers has been at the heart of all that Connect Vending does. As a result, this Oxfordshire-based company has grown into the leading independent supplier and operator of vending machines, with customers right across the UK.
But that success wouldn’t have been possible without the company’s determination to grow and maintain strong relationships with all of its customers, something that it’s now much better able to do thanks to Act!, as Dasha Skelton from Connect Vending explains.
“Act! has helped us to improve the structure of our internal systems so we can make better use of external data...”
With comprehensive, real time information at their command, the account handling team is working smarter. Now, not only can they get through more calls faster, but the conversations they have with customers can be much more relevant, leading to more calls converting to orders.
“By using Act! more fully, we’re able to turn more of our cold contacts into sales – and with 30% of the orders we take coming from existing clients, it shows that our higher level of service is helping repeat business.”
Now that Connect Vending has optimised the way it handles its customer relationships, the company plans to start using Act!’s e-marketing capabilities to engage with would-be customers more effectively, as well as to inform existing ones about new products that meet their needs.