Contract Overview
Travis Perkins Managed Services secured the contract with Sanctuary Housing in 2021 to provide a dedicated inbox for regional teams to submit Planned Works orders. This streamlines operations by allowing the TPMS central team to direct orders to the nearest branch for preparation and manage deliveries or collections. Ultimately, this minimises the time Sanctuary Housing supervisors spend in branches, as they can now utilise a centralised quote and order system.
The Solution: Our Central Team
The assigned Central Team provides dedicated support for all Sanctuary Housing orders, quotation requests, and enquiries via a dedicated inbox. This centralised support has expanded to cover Sanctuary Housing, Care, Supported Living, and Students, streamlining supplier and branch interactions for efficient sourcing and seamless purchase order finalisation.
Mobilisation
Kate Curley, the Sanctuary Housing Account Manager and Wendy Roberts, Customer Operations Manager, met with our Central Team colleagues and the customer to map the process and rollout for this solution. They also confirmed specific customer communication requirements, assigning clear roles, responsibilities and accountability. All TP branch colleagues involved were also briefed ahead of go-live, ensuring they are prepared to receive orders from the Central Team.
Successful Delivery
The high level of organisation and accountability of the Central Team translated into time saved for Sanctuary Group partners, providing a central facility to direct their queries, quote requests and orders. Our centralised inbox solution enables a full audit trail and huge time saving by minimising in-branch visits and back-and-forth on order requirements.
Our dedicated account management team proactively addressed any issues or inefficiencies in our process, collaboratively finding solutions with the client, with strategic and operational communication lines always open.
“The central hub has been a crucial part of improving our efficiency, namely the glass ordering process that we have recently implemented. Due to this, we have been able to optimise our efficiency by reducing trips to Travis Perkins and glass suppliers. This has also provided us with a better audit trail and visibility.”
Steven Rathband, Sanctuary Assistant Operations Manager – Midlands and South West
