Louise Wardle has seen a lot of change during her tenure at N&W Vending and subsequently Evoca Group. She’s served three UK MD’s in a variety of roles in Sales and Marketing; she’s represented the company at countless exhibitions and she’s got herself on first-name terms with all the great and good of the industry.
Now, she’s got a new role at Evoca. Her new title may be Sales Support Advisor, but as she explained her new responsibilities, you couldn’t help but think that she was describing the working day of a triage nurse. The triage nurse is the first medical point of contact when patients present themselves at A&E. He or she is the one that undertakes the initial investigation to understand what’s required and how pressing is the need. That’s what Louise will be doing, going forward, for Evoca’s customers: taking ownership of the initial contact and assuring the correct resources are put in train to satisfy the needs of the customer. ‘As more and more sales leads are coming from our marketing campaigns it makes sense for one person to have an overview and make sure that people requiring help or specific information are directed immediately to the appropriate expert,’ Louise said. ‘I’ll probably be able to handle most incoming queries personally; FAQ’s, requests for price lists and brochures or what have you, but if somebody needs to ask advice about our Gaggia Professional machines, for instance, I can introduce Steve Parsons to the conversation right at the beginning. It’ll help us to provide prospective customers with a more aerodynamic and professional service.
‘I don’t think my customers will notice any difference,’ she emphasised. ‘I will still be out and about to see them. We are committed to ‘the personal approach’ at Evoca and believe me, I can not wait until things get back to normal and I can get out and about more! However, our focus right now is on getting the right person, with the right skills and knowledge, to connect with a customer at the right time. From there, we can jointly make an informed decision on the best course of action to ensure a speedy solution. The market we serve is growing. It now covers sectors such as office coffee, catering; vending, hotels, restaurants and cafes. We have a portfolio of products for each of these areas and we want to support them with a ‘qualification and consultation’ approach to problem solving.’
‘There’ll be lots of other changes moving forward’, Louise added, ‘especially in the way we keep in touch with our customers. My new job is just one of the first few step we’re taking towards the future.’
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