Who Looks After You?

Welcome to our new monthly team blog. I'm Taylor, and today I want to talk about how we manage our office-supplies accounts here in Manchester. We know that clear communication belongs to every strong client relationship, but sometimes our internal structure gets a bit complicated for our buyers.

That is why we are launching a brand new key account plan this quarter. In the past, things were different. Matt and Scott were working hard on the sales floor, but we had a funny situation last month with a large client named BrightCorp. They were calling us every single day because they were confused.

When we checked our CRM database, we discovered a shocking truth. BrightCorp actually had three different account managers, and none of them knew about the others! Matt was handling their paper orders, Scott was managing their furniture needs, and a third colleague was calling them about regular contact and renewals.

Poor BrightCorp didn't know who to talk to when they needed help. They were juggling accounts on their end just to buy simple pens and notebooks! We realized we needed to change our approach immediately before we lost them completely.

Now, every client has one dedicated relationship owner. If you call our Manchester office today, you always speak to the same person. Matt now covers the central business district, and Scott manages the tech sector across the North West.

This simple change makes our client health scores jump by twenty percent in just four weeks. Our service team is less stressed, and our customers finally feel that someone really listens to their daily business needs.

We also train every sales rep to look out for hidden cross-sell opportunities during every discovery meeting. If a buyer needs printer paper, we can now offer them office chairs in the same conversation without transferring them to another department.

Thank you for trusting our team with your business. If you have any questions about your current portfolio or your upcoming renewal date, just give us a call today.

Read again and choose the right answer

What is the name of the company blog author?

• Matt
• Taylor
• Scott

How many account managers did BrightCorp accidentally have?

• One
• Two
• Three

What product did Matt handle for BrightCorp?

• Paper orders
• Office chairs
• Tech equipment

By how much did the client health scores jump?

• Ten percent
• Twenty percent
• Fifty percent

Sources: photo by Thirdman on Pexels