Totalkare has invested £750,000 in to a five-year plan to improve customer service and increase sales. Half of the money is being used to develop an enterprise resource planning (ERP) system to go live in May, which Totalkare hopes will improve customer transparency.
Set to be launched in stages, the ERP system gathers data about existing and new customers so that Totalkare’s sales team can point them towards the right products, advise when or if their equipment needs replacing and organise maintenance plans.
In the event of a breakdown, the lift manufacturer will be able to issue customers with an ‘Uber-like’ service too, which monitors the progress of traveling mechanics ahead of their arrival.
MD David Hall, said: “The ERP system will give us efficiency improvements. The more information we can share with the customer the better – this helps to build trust and ensures they return.”
The remaining £375,000 will be spent on relocating from its current base in Halesowen which, Hall told CM, should help contribute towards a “20% workforce increase as the new site is double the size”.
“We didn’t want to move too far away for fear of losing customers, as many are familiar with the brand. We are in the final stages of negotiations on a great location close to our current home,” Hall said.
The financial input coincides with the manufacturer’s 40th anniversary of selling and producing vehicle lifts, and Totalkare is hoping that the new ERP system and site will better the 25% increase in sales achieved last year.