___________________________________________________________________________________________________ Greenmill
AC
“ Our approach to service is very customercentric; the concept of doing everything we can to satisfy customers is engrained in our DNA. For example, we recently had a loyal customer who was desperate to get parts and reached out to us on a bank holiday. I got a call from our MD, who had no expectations but wanted to know how quickly we could secure the parts needed. Together, we managed to compile a small team to pick the parts and get them ready for collection that afternoon.
“ This is not only a great example of how we put customers first, but it’ s also part of why we brought all our operations in house,” he adds.“ We previously used a third party to oversee operations, but we wanted more control and agility. We brought transport and warehousing in-house to ensure that every step of our process aligned with positive customer experiences, and if an issue arises, we can quickly resolve it without requiring external input. I believe we’ re now the only organisation in our industry that operates entirely from a central warehouse and operates its own fleet, which makes things easier and more reliable for our customers.”
Customer-centric service
Alongside bringing services in-house, Greenmill also moved to a new and larger premises.“ We’ d outgrown our previous site of two 20,000-square-foot warehouses, and we’ d reached a point where the lack of space was preventing us from introducing new products,” Mohammed explains.“ We moved into our new site around two years ago, which has not only brought everything under one roof, but it has also allowed us to achieve improved service levels. During the move, we also relocated our head office to bring everyone together and positively impact our company culture.
“ After just two years here, we’ ve already outgrown the warehouse and we’ re currently expanding by adding a substantial mezzanine
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