Customer satisfaction is at the heart of what we do here at Bri-Stor Systems. We’re constantly striving to be the best at what we do and aim to be completely transparent with our customers. This in turn constantly improves our working relationships and increases productivity. Speaking with Nick Tomlinson, our Commercial Manager, we discussed how maintaining a transparent relationship with our customers has changed the way we work.
Back in 2019, Bri-Stor Systems started to use Smartsheet, a system that allows us to have multiple users work on a spreadsheet at one time and see new changes to the document instantly. It soon became apparent that this could be used with our customers. Nick explains “previously our customers would have a weekly build management spreadsheet emailed so within a few days it was becoming less accurate. Using Smartsheet eliminates the need for this as our customers now have constant access to live data”.
These Smartsheets contain all of the information that a customers could want, including but not limited to, where in the build process every individual vehicle is, subcontractor works, PDI’s and final delivery date to the customer.
Not only does this complete transparency allow our customers to keep their internal plans updated, it also allows for consistent communication between internal departments within Bri-Stor Systems, providing a much more efficient process for all parties.
But a database is only as good as the information that is put into it and this is why internal processes and behaviours are so important. Nick continues: “Thankfully, the team understand the critical nature of this data and ensure that it is regularly updated. The Production team also use it should they have to make any priority calls. A truly transparent relationship means that we welcome the ability to share key information with our customers and use the feedback that we receive to continually improve our own internal procedures.
Adopting such an open, transparent approach might be perceived by some to be a brave move, but for us, we’re proud of what we deliver on a daily basis and are always looking for ways in which we can further strengthen the relationships that we have with our customers.”