Converting a budget estimate into a firm quotation

We said we would improve how we issue budget estimates to make it quicker and easier to proceed to a firm quotation

“The process would be great if it could be sped up when you do apply, you can apply for an estimate which takes a while, and then you have got to get a quote and have to wait again for an even longer period. It would be better if that could all be made more efficient, just so that you’re not repeating the same information to people.”
Andrew Rodgers, AK Services.

Following feedback from Andrew Rodgers of AK Services, an electrical maintenance and inspections business, we committed to improve the process of converting a budget estimate into a formal quote. They told us that when they seek a budget estimate and then decide to proceed to a firm quotation, they were often required to repeat information that had already been supplied.

Our team took this feedback on board and looked at how we could improve our processes to make it quicker and easier for customers to proceed from a budget estimate to a firm quotation. Previously, when customers received an estimate they were happy with, they were then required to fill in another application form for a firm quotation.

We identified the potential to change our budget estimate letters to make the application process easier for all our connections customers requesting firm quotations and, in December 2016, we introduced an improvement that facilitated this.

In delivering this improvement we have made the process quicker and easier, achieving the target outcome. Upon receiving the budget estimate letter, customers that want to proceed and receive a firm quotation can now simply tear-off a return slip attached to the letter and return it to us to request a firm quotation. Our connections team now take care of everything else for the customer, making it quicker for them to receive a follow on firm quotation.