As we continue to integrate National Hickman’s ETFS operation into Robinson Manufacturing (RML), new structures are starting to take shape across the business to ensure ETFS customers feel the benefit of the acquisition.
One of the areas where we planned to develop from day one was to roll out the RML customer service model across the larger business, and this is now being delivered through the new customer experience team, handling calls, enquiries and order processing.
Based at the offices adjoining RML Flooring Central, formerly the National Hickman site at Wolverhampton, the new team is led by Anthony Moreton who – as Head of Customer Experience – also now takes responsibility for the production and call off teams based around the business as well as for after care and customer support.
As part of the process, members of the RML customer service team from across the country have been spending time with Anthony and his team, providing training and support as well as developing the team relationships that are such a vital part of how RML works.
“We all feel very motivated by what RML has to offer, what the future holds for us all and we are all looking forward to becoming a part of the team.” explained Anthony. “All the RML staff we have worked with so far have been welcoming and helpful; that’s a culture we embrace with open arms.”