Crown Paints’ commitment to ensuring customers receive a personal
service has paid off after the paint manufacturer secured a major industry
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
enquiries 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.
Tom Bowtell, CEO of the British Coatings
Federation (BCF) said: "Crown Paints have raised the voice of the customer across
the whole business and in to the board room, creating real business benefits,
including an improved bottom line.”
CRM Manager, Geraldine Huxley Crown Paints’ Customer Service Director and Kim
Appleby CRM Team Leader