THIIS Magazine caught up with Direct Healthcare Group’s Marketing Manager for a ‘More About…’ feature in their August issue to discuss how DHG’s acquisition of Kirton Healthcare has driven efficiencies and innovation in the Specialist Seating market.
“From the very start we wanted to be able to make four key promises to our customer; we would communicate to them within 24 hours upon initial contact, we would book an assessment within no more than three days, we would generate a quote within 24 hours of this assessment and we would deliver their chair within seven working days of their order,” Rhys opened. DHG hoped these promises would lead to Kirton’s customers receiving a greater level of service than they were experiencing before the acquisition.
“To help deliver these promises, we invested in tools for the clinical sales specialists by developing an app that allows them to quickly generate a customer quote following an assessment,” he continued. “We also significantly improved the number of nationwide engineers providing our white glove service in the UK, increasing them from just three to 28. Perhaps most importantly, we invested heavily in our production facilities to significantly decrease the lead time across the Kirton product range.”
Prior to the aquisition, Kirton were working to lead times of 21 days. However, after becoming part of DHG, lead times have reduced to an average of 10 days. Much of this success is down to the retention of of knowledgeable and committed members of staff who have fitted in seamlessly with colleagues in the Pressure Care side of the business.
To read the full article, learn more about the integration process and meet Kirton’s Clinical Sales Specialist team, click here.