Crown Paints’ commitment to ensuring customers receive a personal service has paid off after the paint manufacturer secured a major industry title.
The company scooped the Customer Services Award at the British Coatings Federation’s annual awards ceremony.
The award marks the success of Crown Paints’ Customer Relations Management (CRM) Centre of Excellence, manned by a team dedicated to the highest standards and personal touch Crown Paints is renowned for.
Led by Crown Paints’ Customer Service Director, Geraldine Huxley, the department centralises all customer contact with the company.
It is staffed by dedicated agents, who manage customer services across Crown’s trade, retail and international clients.
From homeowners, professional decorators, DIY retail superstores, independent decorating merchants, large national contractors and its own network of Crown Decorating Centre stores across the UK, all enquires flow into the team at this centralised hub, which is based at Crown’s headquarters in Darwen, Lancashire.
Geraldine said: “The CRM Centre of Excellence has developed following a business decision taken more than five years ago to amalgamate all service touchpoints.
“It represents a new era in customer service excellence and as a team we are delighted our work has been recognised with this award.
“We’ve created a new generation of customer agents who are providing a focal point for capturing all our customers’ needs, providing them with an easily accessible ‘one stop shop’ service experience – and developing the skills and expertise to take Crown into new areas of business growth and success.
“It’s a huge honour to be seen as the industry leaders in this field and we are absolutely delighted.”
The British Coatings Federation awards, which took place in Manchester, saw nearly 140 guests gather to celebrate success in the coatings industry, with 31 shortlisted entries from 25 different manufacturers.
Tom Bowtell, CEO of the British Coatings Federation (BCF) said: Crown Paints have raised the voice of the customer across the whole business and into the board room, creating real business benefits, including an improved bottom line.”