IT
establishing Coastal was to return to a philosophy of giving our customers to give our customers a more personable experience. Our biggest goal in Whitbread says: “The builders trade is a ‘people business’, we wanted not in stock, they could quickly source the product required.
last nine years has been underpinned by its initial decision to invest in a further branches in Woodbridge and Ipswich. Coastal’s growth over the The company has grown from its first branch in Leiston by adding two new brands, flexible delivery or even taking on new suppliers.” what they need, when they need it; whether that is a special product,
dedicated merchant software system. Challenges
last ten years has been so critical to their success and ongoing evolution. Whitbread says that selecting the right partner to support them over the
Our first branch opened in April 2009. The initial process of looking for a software provider started in February of the same year. We interviewed three suppliers and, for us, the best fit for our business and our future plans, was Border Merchant Systems and their intuitive CounterAct software. We particularly liked the simplicity of the system and the ease of use of both the POS character and graphics interfaces.”
“O fi t b h d in April 2009. The initial process of looking for
He adds: “Things moved very quickly, we made the decision in February and by April, Border had installed both our hardware and software, and had trained staff on how to use the system. This has been a template that has been replicated as we have grown to three branches. Each installation has been done quickly, efficiently and with relative ease.”
It’s not just the software, it is also imperative that the people are there to support and understand, and for Whitbread this was another critical factor
can talk directly to people who understand and feel passionately about and this relationship is pivotal to our collaborative success,” he says. “We certainly ‘talk our language’. If we have issues they are resolved quickly software provider to the merchant trade they understand our business and “The partnership we have with Border is vital. As an experienced in the company’s decision-making process.
resolving any difficulties.” Managing growth
advanced MIS so as our business challenges change, we are confident can already provide automated stock checks with mobile Apps, POD and that we could also utilise as and when our business evolves. The software sales reporting, stock and delivery, but there are many other elements use various aspects of the software including information for accounting, Furthermore, CounterAct software can offer much more”, he says. “We software from their headquarters and can help us with installation. experience. “Border is able to do this quickly as they can access our Whitbread explains that setting up a new branch can be a painful
that CounterAct is future-proof.” O i On-going investment and new opportunities i t t iti t d ew opportunities
that it will bring and the ability this will give us to provide and promote exciting year for Coastal and we are relishing the challenges and growth a software solution that will grow and change with us. 2019 will be an responsive to our needs. They are people we trust; and CounterAct is and information. They have never been pushy, but are always both Coastal and Border. We are able to confidently share knowledge “The relationship we have is based upon a mutual learning curve for both market, sell and deliver from this side of the business”, he says. into CounterAct, but will also ensure we have everything else in place to another branch. We will have information that can be fully integrated their considerable experience to, in effect, treat this as the addition of hope to get our site up and running in early 2019. We will be using to both end-users and the trade alike. “With the help of Border we and increase its presence in the market and ultimately increase sales Whitbread says that Coastal has a real desire to drive online sales from previous creation of e-commerce platforms for other users.” knowledge of the potential pitfalls and opportunities that may occur experience, not only of our business, but they also have gained vital is ideally positioned to help us make this vital move. They have the have had from fellow members of the NBG Buying Group is that Border addition of online trading using our own website. The feedback we addition of e-commerce. “We have talked to other users about the In 2019 Coastal is looking to further develop its business with the
ve us to provide and promote ing the challenges and growth ange with us. 2019 will be an we trust; and CounterAct is ushy, but are always confidently share knowledge on a mutual learning curve for e of the business”, he says. have everything else in place to that can be fully integrated , treat this as the addition of rly 2019. We will be using With the help of Border we nd ultimately increase sales desire to drive online sales atforms for other users.” pportunities that may occur they also have gained vital vital move. They have the G Buying Group is that Border website. The feedback we d to other users about the lop its business with the
them to continue to grow and develop their business in the coming the team have always been a pleasure to deal with. We hope to help way since we first met them. Mark, James, Laura, Andrew the rest of their business, so it’s always been a good fit. Coastal have come a long added: “Both Coastal and Border put customer service at the heart of Phil Davies, Commercial Manager at Border Merchant Systems our outstanding customer service.”
heir business in the coming deal with. We hope to help s, Laura, Andrew the rest of fit. Coastal have come a long stomer service at the heart of order Merchant Systems
years.” BMJ
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