Our New Project: Pure Cremation
The journey to our successful partnership with our new client, Pure Cremation, has been so significant for us here at ARC Fire Safety & Security Ltd. With the initial site discussions spearheaded by Andy, these conversations laid down a strong foundational understanding between our company and the client. Andy's role was pivotal in establishing this initial connection, demonstrating our commitment and capability to understand the client's unique needs and challenges.
Max, seizing the opportunity, played an instrumental role in not only bringing the accounts into our fold but also in maximising the potential of this new relationship. His approach was characterised by a proactive and forward-thinking strategy. He was not content with just securing the accounts; he aimed higher, identifying additional services and solutions that could bring further value to the client. This was not a mere upselling tactic but a genuine effort to provide holistic and comprehensive solutions to the client's requests.
The Customer Journey
We previously designed a one off fire alarm system on behalf of an electrical contractor, the site was under maintenance with a nationwide provider. Pure Cremation was having issues with the level of service with ongoing issues - due to this, we came to analyse the situation. Within 20 minutes, we reviewed and fixed the issue!
Our involvement was a turning point for the client. We did not just offer them an alternative; we provided them with a sanctuary of reliable and high-quality service. The customer asked for us to survey all the properties within the portfolio - so we surveyed the head office, crematorium and two warehouse facilities. With everything sited, this is now under a 12 month rolling maintenance agreement (that does not tie customers down) for 8 security systems including Fire Alarms, Intruder Alarms, Access Control, CCTV, and 4 fire alarm systems.
Our involvement brought about a transformation in the client's experience. Where there was once dissatisfaction and unmet needs, there now exists a strong sense of contentment and trust. This change is a testament to our team's dedication and expertise. We didn't just fill the gap left by the previous providers; we created a new standard of service and advice, tailored to the client's specific context and objectives.
Our Value
The value of this partnership extends beyond the immediate benefits to the client. It serves as a case study of effective client engagement and service excellence. It showcases our ability to not only identify and understand the unique challenges faced by clients but also to devise and implement solutions that go beyond the conventional scope. This success story is a reflection of our company's core values: commitment to quality, proactive client engagement, and a holistic approach to problem-solving.
In summary, the journey to securing and nurturing our relationship with this client has been marked by strategic foresight, exceptional service, and a transformative impact on the client's operations. It underscores the importance of understanding client needs, the value of proactive and comprehensive solutions, and the power of a partnership based on trust and excellence.
To get your ARC Fire Safety & Security Ltd systems installed into your business or building, get in touch with our team for more information today!
