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Taking customer satisfaction to the next level

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Sales and support specialist Steven Foster shares his journey beginning as a Tempus Tools customer and evolving into a proud and passionate employee.

In 2010 I was working at a laser cutting job shop and I was given the responsibility of trialling a new software from Tempus Tools for our business.  We had originally envisioned it as an external system only, however, this rapidly changed when we saw how quick, easy and accurately we could push DXF’s through the system.  It was much more efficient than our historic process of quoting which included dimensioning and printing the drawings then entering this data into a manual system in which there were many opportunities for error. As I was learning how to quote in these early days it minimised the chances of me making terrible blunders, but my more experienced colleagues loved it for its speed and accuracy.

“Overall, we loved it for its speed, accuracy, efficiency & consistency across the board”

Being early adopters, the team had the opportunity to provide reporting and query things in the system that we felt could be changed or improved. We would regularly talk to our Account Manager at Tempus Tools and provide feedback and ideas to which they were extremely open. Over time, the relationship extended into one of a trusted partner. We were often asked to look at new product ideas, and test new functions, before a general release to ensure continuous improvement of the product.  I was so excited about the new ideas that I often tested the products outside of working hours and in my own time.

“Over time, the relationship extended into one of a trusted partner”

In 2016, our management decided to move from Tempus Tools into a full MRP & nesting software that integrated a quoting solution. When this decision was made, we were no more than two days behind with our quoting at the worst of times. Within a few months of installing the new MRP, we had lost our prompt quoting advantage and had fallen back into being three weeks behind on quoting even with more staff on board! In short, we had gone from returning quotes usually within the same day as they were received, to now not getting the quotes out to the customer until after they had the parts delivered from one of our competitors!

Our team knew that we needed to return to Tempus Tools in order to regain our timely quoting process and maintain the accuracy that management were looking for. Within weeks of going back to Tempus Tools, we were up to date, had improved our sales conversion, and reduced our quoting staff in sales by half. This allowed us to deploy those employees in other areas of the business. From this point our job shop went from strength to strength.

“Within weeks of embracing Tempus Tools, we were up to date, had improved our sales conversion, and reduced our quoting staff in sales by half”

I met Ivan Cooper, Managing Director of Tempus Tools in 2016 when my team moved back to using their software. We immediately clicked. The brainstorming of ideas and conversations about how this software could be used would last all day with great results for both companies at the time. Ivan offered me work experience with his business with a view to setting up an office in the UK. I now lead the UK operation of Tempus Tools where I support customers to optimise their use of our software. I also provide product demonstrations and implementation support for new customers within the UK and abroad.

Since joining Tempus Tools, I have not looked back. I love meeting people as passionate as me within the laser cutting industry.  It is interesting to see how different companies operate and are evolving with new technology.  But best of all I get to show them how we can streamline their quoting process. The comments of how powerful, friendly, and speedy the system is to use is always validating. It fills me with great pride that we offer one of the best solutions in the industry for laser cutting quotes.

“It fills me with great pride that we offer one of the best solutions in the industry for laser cutting quotes”

As to the future, I am passionate about seeing our market share increase as we gain recognition within the industry as one of the “go to” solutions for laser cutting software & our extensions for order management. Success, for me, will be growing my team and being able to impart my love of our product throughout the UK and EU.

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