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|Aggregate Industries scoops main prize at British Credit Awards|
|Tuesday, 14 February 2017|
Aggregate Industries, leading construction materials supplier, is celebrating after scooping the main prize – Project of the Year – at the CICM British Credit Awards 2017, for ‘Powerform’, an innovative product it created to centralise customer records, helping to efficiently manage its cash collection process and improve customer interaction and satisfaction.
Historically, Aggregate Industries’ customer information was being recorded on several different systems throughout the business, none of which was accessible to all users or all departments. This often meant that interaction with customers was taking longer than needed and sometimes caused inconsistencies in the information each department was providing. Aggregate Industries wanted to design and produce a unique product to offer complete customer satisfaction.
Powerform is essentially a central display screen that now houses all client information and can be accessed and updated by all departments. By creating a central location, it meant that staff time which had previously been spent manually completing ledgers and reporting was now being used to concentrate on chasing aged debt and resolving customer queries.
The project of developing the concept and design of Powerform, fell to the credit services, sales and IT departments at Aggregate Industries, who got buy in from key stakeholders, including the board of directors, to finance the project. It was implemented in three stages, including the design and creation, testing on an offline system, and final testing on a live system.
After successfully launching Powerform two months ahead of schedule, Aggregate Industries saw a reduction in inbound calls by customers, and increase in outbound calls by Aggregate Industries after just three months. This resulted in a reduction in the value of unresolved queries, staff hours freed up which were previously spent completing ledgers and a reduction in aged debt.
Phil Rice, Head of Credit at Aggregate Industries, comments: “The annual CICM British Credit Awards is the recognised standard in the credit and collections industry, so we’re delighted to have received this award. Thanks to my wonderful team, we’ve managed to create a system that has proved itself to be a valuable resource to all our stakeholders and has revolutionised the way our business shares information and works together to give the greatest customer experience possible.”
As well as winning the Project of the Year at the CICM British Credit Awards 2017, two Aggregate Industries employees were ‘Highly Commended’ on the night; Phil Rice for Credit Professional of the Year and Rachael Costello, Credit Representative for ‘Unsung Hero of the Year’.
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