038 HPM 0415

HPM April 2015

WWW.HPMMAG.COM Got a story? Ring us on 01732 748041 or e-mail twood@unity-media.com SPECIALREPORT A service tailored to customer needs City Plumbing Supplies (CPS) and Plumbing Trade Supplies (PTS) have honed their expertise to deliver the industry’s strongest plumbing and heating offering. HPM reports... The plumbing and heating division of Travis Perkins Group plc has announced a major programme that is transforming the way its two merchant brands, City Plumbing Supplies (CPS) and Plumbing Trade Supplies (PTS), serve customers. Both companies are placing considerable investment in delivering market-leading levels of service, while catering for the specific needs of customers in domestic and contract sectors. The sharpened focus of both businesses will see them take a more targeted approach and provide a best-in-class offering by building on the strength of both teams. For CPS this means focusing on small and medium-sized installers while PTS extends the service it offers to large contracts and commercial relationships. A STRONGER COMBINED OFFERING The investment has been placed in numerous areas of the business, including the transition of PTS branches to new CPS branches, complete with bathroom showrooms and counters for City Heating Spares. CPS and PTS branches that are in close proximity of each other have been merged in certain locations to create a stronger combined offering while dedicated service centres have been launched to support PTS’ contract customers. Paul Tallentire, CEO of the plumbing and heating division for the Travis Perkins Group, said: “Behind this significant investment is a simple concept for customers of both PTS and CPS. The PTS business is focusing on what it does best - world class delivery to our large contract customers. CPS has been vastly expanded to maximise our reach for the domestic installer and to provide them with an unrivalled range of services and product choice. “These changes reflect a massive investment in our customers and their experience at the trade counter. We are proud to offer a service that is tailored to their needs; whether that’s a domestic installer that wants face-to-face advice and access to in-stock items or those working on large contracts who demand reliable service and availability.” John Frost, managing director of CPS, said: “The refurbishment of the majority of our network, plus other benefits such as the creation of bathroom showrooms, the wider availability of spares, and further improvements to product availability and choice, means that our customers will have access to much more than ever before.” Matthew Mycock, managing director of PTS, Mathew Mycock: “Dedicated branches and support centres allow PTS to put the focus on service” added: “PTS is superb at handling the very complex logistics of contracts so the strategy of building on this strength is incredibly positive news for our customers. The development of dedicated branches and support centres puts the focus on service and allows PTS to provide an offering for the requirements of large projects.” Key facts regarding the investment: • CPS customers now benefit from bathroom showrooms, an extended spares offering, a service dedicated to the small and medium-sized installer, backed by an unrivalled supply chain • Tailored to large contracts, PTS customers have access to a dedicated account team, and benefit from that supply chain • The restructure will result in 90 specialist PTS contract branches, supported by seven John Frost: “The refurbishment of our network means customers will have access to much more” customer support centres, and 400 nationwide CPS branches • The transition will take two years to complete from 2014 to the end of 2015. • New job positions have been created and no employee has lost their role during the process • Customers will benefit from many improvements that will make their working lives easier; more products made available, offered at the same price with a focus on product quality and availability • The majority of CPS branches will now feature a bathroom showroom that installers can use to find the perfect suite or to inspire their own customers • Increased access to a comprehensive range of products available from City Heating Spares. A CPS bathroom showroom which will be found in the majority of branches 38 APRIL 2015 HEATING & PLUMBING MONTHLY enquiry number 129


HPM April 2015
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