Impact
- Generated an additional £500,000 in sales within six months
- Developed a paid route for customers wanting to test the new technology
- Secured new, long-term service contracts
- Relocated to a larger industrial unit to accommodate growth.
How a Swansea based manufacturer used service design to think differently about their customers and generated £500k in sales over the following six months.
The Challenge
Aggrelek manufacture electrochemical water treatment unitsfor companies such as Shell, BAA and Corus. The company isbased near Llanelli in West Wales where they employ eightmembers of staff and turn over £1.5m.
As with many small businesses in the manufacturing sector, Aggrelek has established itself based on technical expertise.Aggrelek’s managing director described the situation on our first meeting as “We are a new company introducing new technology, and it can be an uphill struggle”, which meant the companycontinued to have difficulties finding opportunities for growth.
Approach
Design Wales Advisors suggested that Aggrelek request all members of the company, from senior management to installation staff, to take part in a series of workshops called Service Essentials. The workshops started by mapping out typical “customer journeys” and identify areas that had a significant impact on the customerexperience, highlighting good practices, current problems, and potential improvements.
A key focus at this stage was customer touchpoints, junctures at which change would have the greatest potential for the business. After participating in the programme and focusing on the service the company offered, the team started to revise their limitedproduct-and sales-focused business plans. Aggrelek now offersa range of four services to accompany an expanded product range.
“Thank you for your time; again we found your experience and knowledge invaluable to help us set up our service opportunities.”
Philip Morgan
Managing Director, Aggrelek
Aggrelek Case Study
How a Swansea based manufacturer used service design to think differently about their customers and generated £500k in sales over the following six months.
Aggrelek
How a Swansea based manufacturer used service design to think differently about their customers and generated £500k in sales over the following six months.
Read the full Aggrelek case study
Wales Millennium Centre
How Wales’ national arts centre used service designers to develop innovative new transport services for older isolated audiences…
Nuaire
How a £65m manufacturer from Caerphilly used customer mapping tools to design new services and increase customer retention.
Read the full Nuaire case study
Design Silesia
How PDR helped a regional government in Silesia (Poland) to introduce service design to the public sector, and establish a service design capability in the region…
INSIGHT Service Design
How a small design agency in Caerphilly won new, corporate clients and increased turnover by developing a service design capability…
