Case study 02 / Integrated Trade Business Support
An extension of the team, from first enquiry to contract
Industry
Roofing & Construction
The challenge
An established roofing business required consistent customer communication, effective lead management and greater coordination between its office, sales and operations teams.
Our approach
Baseline Advisory embedded dedicated support personnel into the business’s existing systems and workflows.
Our team worked alongside internal staff to manage:
Documented activity over nine weeks
1,385
customer communications managed
71
quotation site visits booked
31
contracts issued
48 of 49
accepted quotations with Baseline involvement
Our work included
- Incoming enquiries and lead qualification.
- Customer communication and follow-up.
- Site visit bookings and confirmations.
- Quotation delivery and follow-up.
- Colour selections and contract administration.
- Job status updates and coordination.
- Workflow reporting and operational support.
Rather than operating as a disconnected external administration provider, our team became part of the daily business workflow.
The outcome
A consistent, human-led customer support function working within the business’s existing systems, with greater visibility across customer enquiries, quotations and administration.
Services: Trade Support · Customer Communications · Lead Management · Sales Administration · Workflow Integration
Human-first. Technology-enabled.