UK medical couch and chair manufacturer, Plinth 2000, has restructured its internal operations to place greater focus on customer support and created two separate sales hotlines.
It has appointed Rebecca McCormack as customer services manager to streamline the spares, repairs and service function, assist with the recruitment and training of departmental staff, and ensure that customer support takes a more active role in assisting the sales team.
It has also set up direct lines for and overseas incoming sales calls, to ensure a prompt response to all remaining telephone enquiries.
Plinth 2000 MD, Niall Dyer, said: “We analysed our in-house sales traffic and found that 80-90% now comes via email or our website. At the same time, with the service life of our products averaging 16 years, we inevitably have more enquiries about replacement upholstery, routine spares and repairs and regular equipment inspection and servicing under the latest regulations. So we needed to uplift our customer support function to a frontline operation.
“Rebecca has first-hand experience of designing and setting up a customer services department for a medical company, so will make an excellent addition to our internal team.”
A graduate in Business Studies from Anglia Ruskin University and now living in Bury St Edmunds, McCormack was previously purchasing and buying executive with leading licensed retailer and brewer, Greene King, where she managed large projects such as the integration of new chains into the pub network and worked in partnership with key suppliers on new product trials and promotions.
Prior to that, McCormack was customer services manager with Cambridge-based healthcare diagnostics company, Lab-21, where she was responsible for all procedures and processes related to the delivery of excellent customer support. She was key to the establishment of a customer services department, including the recruitment and training of three full-time staff, and helped implement an IT system that led to full industry accreditation.
She will bring this practical experience to her new role with Suffolk-based treatment couch manufacturer, Plinth 2000, her department becoming responsible for fielding all incoming calls, as well as identifying opportunities for product upgrades and service contracts for existing customers. She will assist in recruiting her new assistant and oversee the daily schedules of sales engineers and delivery drivers, based around customer feedback.
McCormack will also ensure that overseas dealers have sufficient staff training and spares stock, to provide first-class localised customer support.