Based in York, Rolawn are a market leader in the supply of turf to landscapers, groundsmen and home owners. Your Business Voice have worked closely with Rolawn since 2012, improving efficiency throughout the business and helping to increase sales.
Their client base includes The Royal Horticultural Society, leading garden designers, championship golf courses and national house builders.
Seasonality impacts the industry significantly with Rolawn traditionally experiencing their busiest months from March to June.
In the past, Rolawn have recruited additional temporary staff to cope with increased demand. However in 2012, the board decided to outsource some of the business’ retail calls to Your Business Voice with the aim of saving on recruitment, training costs and time.
Working Closely Together:
In the weeks running up to the start of the season, staff at Rolawn and Your Business Voice worked closely together, sharing product information, delivery details and market data so Your Business Voice could build a professional and well-rounded telephone script for its call handlers.
The finer details were key as the Your Business Voice team would need to deal with a variety of information including postcodes, order quantities, site access, road widths and more.
“We wanted to ensure our staff were truly under the skin of Rolawn’s business. We sent three members of the team to visit a Rolawn site to view the growing fields and topsoil plants, in addition to carrying out intensive training with the whole team to establish a well-rounded understanding of the product and services Rolawn offered.”
Robin Alderton; Director, Your Business Voice
During the first six weeks of call handling:
Your Business Voice took more than 1,000 enquiries from Rolawn customers – confirming 160 orders.
Rolawn also extended its traditional business hours to Your Business Voice’s extended hours of 8am-10pm, 7 days a week – almost doubling the firm’s opening times.
47% increase in average order size
“After years of hiring temporary seasonal staff, it was a big decision for us to outsource our retail calls and vitally important that we found a company that would feel like an extension of our team. The training and handover period ran smoothly and our Customer Services Manager has built up a great relationship with the Your Business Voice team.”
“Another unexpected added benefit has been the way the Your Business Voice staff have actively raised questions and challenges about current practices. This encouraged us to review and amend our procedures, resulting in benefits to the business and more importantly, our customers.”
Jonathan Hill; Sales & Marketing Director, Rolawn Ltd