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MARSTON'S INVESTS IN CUSTOMER SERVICE

26th November 2007, 9:57am

Marston's Pub Company is launching a new Customer Relationship Management System. The system is designed to log and track work more effectively, providing better support to licensees, enabling the company to manage its suppliers better.

Marketing and Development Director Andrew Cooney said: "We carry out tenant research on a regular basis and the whole area of repairs is an issue that we can always improve on. We have an ongoing campaign to drive up the speed of response, speed of completion and improve the overall quality of work.

Cooney continues: "The new CRM system tackles this head-on, providing our maintenance team with the information they need to keep a much closer eye on progress. It also means we can check up on progress and make sure that contractors are delivering on deadlines."

This latest development is one of a number of steps the company is taking to improve its service to licensees. For example, all members of the customer services team have successfully completed the Wine and Spirits Education Trust (WSET) training programme.

Speaking about the benefits of WSET, Cooney said: "We felt this was particularly important as we have recently extended our wine offering to more than 250 different lines. By going through the course staff have increased knowledge, which means they are better placed to answer queries relating to wine and spirits."

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Words Clare Riley 0 comments

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