Tarmac puts customers first with digital transformation

July 9, 2019

Tarmac has launched a new drive to enhance customer experience through innovative technology and streamlined business processes that capitalise on the expertise of its people.

The Tarmac Connect programme includes digital transformations such as Connect Assure, an intelligent mobile monitoring system that actively manages the consistency of ready-mix concrete being transported to the site. The leading construction solutions business is the first in the UK to use this technology.

As part of its commitment to delivering efficiency for customers, the business has also completed a nationwide rollout of a new digital delivery system. ePOD allows customers to track their deliveries in real-time and instantly receive an electronic proof of delivery.

Martin Riley, senior vice president at Tarmac, said: “When it comes to digitally-enabled services, construction has been playing catch-up with other sectors for too long. Our products may be vastly different, but we need to offer the same transparent, efficient service as consumer-orientated brands.

“The Tarmac Connect programme is helping us to deliver a stand-out experience by empowering our customers to make informed decisions and unlocking efficiencies during the ordering and delivery process. We want customers to choose Tarmac time and time again, not only for the quality of our products but for our excellent customer service.”

Tarmac has also restructured its regional customer service teams to become multi-functional, bringing its sales, ordering and distribution expertise together so that customer needs can be

met more quickly and easily. The business is rolling out new Connect Service Cloud technology to these teams too, which automatically recognises a repeat customer’s number and provides their details and order history before the phone has been picked up.

A new, mobile-friendly customer portal will launch later this year as part of the business’ continuous improvement programme. The Tarmac Connect programme’s ambitions and activity are explored further in a new film available here or through the website here.