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Barbers Case Study
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The Company

Barbers was founded nearly 160 years ago, and as a firm of chartered surveyors, estate agents and auctioneers has years of professional experience combined with forward thinking, innovative and highly motivated sales teams.

Barbers has 21 departments covering everything to do with property, from residential sales and lettings, surveys and valuations, land development and new homes, sales progression and conveyancing, as well as a relocation service, rural consultancy with property auctions and a specialist commercial department.

The organisation employs in the region of 140 people in seven offices across the whole of Shropshire and into Staffordshire.

Website
www.barbers-online.co.uk

Why was Flightdeck needed?

Over recent years Barbers has seen dramatic growth, both in terms of customers and also in terms of the amount of employees that work for the company – in fact over the past four years the number of employees has doubled. This would have implications for any company – but for one that prides itself on exceptional levels of customer care, it held important challenges.

The series of Microsoft Access databases were no longer effective enough to provide the service standards that Barbers were renowned for and what their customers expected; a new system that allowed for information at Barbers to be recorded, stored and held centrally was essential. This information then needed to be shared right across the organisation to make sure that all customer needs and requirements were understood and acted upon by all members of the Barbers team.

How does Flightdeck help?

Since October 2006 Barbers have been using Flightdeck not only as a CRM solution, but as a full management system.

Flightdeck allows Barbers to manage all client information in a coordinated way, allowing for the progression of projects to move from one department to the other with ease.

The Flightdeck package has also given the Chamber the opportunity to monitor the use of its services more closely. For example, the events team are now able to track the attendance of members at meetings and conferences, whilst the training team have benefited from being able to integrate some of their internal databases with the new systems. This has allowed an enhanced monitoring of members needs and enabled improvements to the marketing of tuition packages.

The information stored on Flightdeck is also used to help the business perform with greater effectiveness, for example customer details are used for targeted marketing activity and logged contact with customers means that issues are dealt with by the right person, at the right time and with speed.

The support offered to Barbers by Flightdeck was also invaluable to the company. During the initial set-up of the solution, training sessions were run for key users of the system. The key users, called, ‘power users’ were then responsible for cascading the information down to the rest of the company. The training was vital for employees to become familiar with the bespoke system, allowing them to make use of the relevant management information at their fingertips.

The impact Flightdeck has for clients

Flightdeck not only allows for Barbers to manage projects, communications and customer needs with greater competence, but the knock-on effect is that it helps the company to provide some of the best levels of customer service around – continuing the tradition of 160 years.

Testament to this fact is that Barbers won a 2007 Shropshire Business Award for their superb Customer Service.

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