Barratt Developments PLC is one of the UK largest home builders, offering homes from under £200k to over £17million, right across the country. Whilst we may view the housing market as back on track, it remains incredibly competitive and still, to a degree, volatile.
Challenge
- As with all UK homebuilders, 2008 had a significant impact on them, necessitating a radical rethink in terms of risk and likely direction the market was taking.
- They too saw a change in the way people were buying homes with an increasing ability for people to adopt a multichannel approach and higher expectations in terms of virtual bespoke design and viewing.
Solution
- We worked with Barratt Homes to develop a new Sales Process Model. This led to a tendering process across a number of potential solution providers to enable a better end to end multichannel service solution.
- Having run the tendering process from invitation to tender to selection, we were then asked to manage the migration of the service from an incumbent supplier to the new outsourced partner.
Outcome
- Barratts have got a fit for purpose outsourced partner capable of supporting the revised Sales Process Model.
- A process that was managed at all levels by Custerian enabling the team to concentrate on the complexities of a highly competitive business, with rapidly evolving customer needs.
- The whole process was delivered to all of the metrics agreed and on time, leaving them equipped to continue the development of new multichannel enabled sales tools and capabilities.
“They have incredible knowledge of the Customer Contact industry and quickly understood our business, despite how complicated, in terms of its operating model” Ed McCoy, Group Head of Sales, Barratt Developments PLC
“Entrepreneurial, driven and visionary in their ‘outside of the box’ approach to helping companies change their practices & technologies” Dino Forte, CEO, Ventrica
