Just weeks after its launch, the CTH Group Customer Outreach Team is already making a positive impact, strengthening customer relationships, creating new opportunities and reinforcing the Group’s commitment to delivering an exceptional customer experience across Falcon Timber, Hoffman Triesse and the wider business.
Led by Team Leader Kim Nash, who was recently promoted internally to take on the role, the dedicated team was established to provide regular customer touchpoints, understand customer requirements and raise awareness of the extensive range of products, services and solutions available throughout the CTH Group. The team’s focus is centred on ensuring customers receive proactive support, helping them identify opportunities, overcome challenges and access the expertise they need to achieve their goals.
Strengthening Relationships
- Designed specifically to support customers with smaller and medium-sized requirements, as well as those who may not require regular face-to-face contact, the Customer Outreach Team complements the Group’s wider sales and technical support network. Customers who require more in-depth orders, on-site consultations or technical guidance continue to have access to experienced sales professionals and technical experts, ensuring the right level of support is available at every stage.Following a comprehensive onboarding programme, the team quickly developed a strong understanding of customer needs, product knowledge and the high standards of service expected across the business. Working closely with colleagues from multiple departments, the team has built valuable relationships and expertise that are already delivering benefits for customers.
Supporting the team is the wider strength of the CTH Group’s operational network. Through Falcon Timber’s fleet of 31 delivery vehicles, extensive stockholding and nationwide distribution capabilities, customers benefit from a responsive and reliable service designed to keep projects and orders moving. By connecting customers with the right products, expertise and logistics support, the Customer Outreach Team helps ensure they can fully benefit from the resources available across the whole Group.
The early results have been extremely encouraging. In a short period, the team has:
- Reconnected with customers and helped re-establish valuable working relationships
- Supported customers facing tight project deadlines by helping them secure the materials they needed to keep work on track
- Worked closely with operational teams to bring forward deliveries where possible, helping customers access materials sooner and keep orders moving
- Increased customer awareness of the products, services and specialist expertise available across the CTH Group
- Created meaningful customer conversations that have strengthened relationships and improved understanding of customer requirements
Generating Opportunities
The initiative has been supported by colleagues across multiple departments and reflects the Group’s ongoing investment in both its people and its customers. The creation of the team also helps support the wider needs of Falcon Timber and Hoffman Triesse customers, making it easier for businesses to access an even broader range of timber and panel solutions through a direct, customer-focused approach.
The Customer Outreach Team also highlights the Group’s commitment to the social aspect of its ESG strategy. Alongside the recent recruitment of two individuals from a local company facing redundancies, helping them remain in employment while bringing valuable skills and experience into the business, the team demonstrates the organisation’s continued focus on developing talent from within. Kim’s promotion into the Team Leader role is a great example of this approach, providing opportunities for career progression while ensuring knowledge and expertise are retained across the business.
While still in its early stages, the Customer Outreach Team has already demonstrated the value it can bring by creating meaningful customer connections, solving problems, identifying opportunities and ensuring more customers benefit from the expertise, service and support available across the CTH Group nationwide.
This is an exciting step forward for the business and the team looks forward to continuing to support customers across Falcon Timber, Hoffman Triesse and the wider CTH Group.
If you’d like to discuss your timber and panel requirements, we’d love to hear from you. Speak to us today to find out how we can support your business.
