Improving our Call Off System
You’ll no doubt be aware of Robinson Manufacturing’s acquisition of EFTS from National Hickman. Not only does this provide us with a great platform to further grow our business in the future, it has also significantly increased the work load of our existing staff, more or less overnight. Many of the changes within the structure of Robinson Manufacturing over the last few years have aimed to centralise operations and our call off team is no different.
We have now restructured an element of the production department to look after all of the call offs coming into the business within our customer experience team, led by Anthony Moreton. The centralised call off team, led by Michelle Brayfield, is located in our central office in Wellingborough and is now responsible for booking in work for both the roof truss and floor joist departments. Previously, each product department dealt with their own call offs, meaning that queries from customers or sites often had to be answered by two people. The aim for this change is to ensure that customers’ requirements are dealt with in one phone call, whether that’s a call off or a query relating to the expected delivery dates.
Mat Harbour, Head of Truss Production