Cover interview
we’re looking to the future via some really good improvements for the benefit of both existing and new customers.” Forthcoming initiatives include a growing focus on aftersales, boosting what XYZ describes as the “customer experience” over conceivably many years of machine ownership. The company is set to a launch a ‘My XYZ’ area on its website, with customers able to access their own portal that will host details of all their XYZ machines, including service status and logs of any previous questions or requests. Customers will also be able to raise service jobs, from a routine service to a breakdown, and communicate directly with technicians. “Any customer seeking support with an XYZ machine can access the portal to see if one of our technicians can resolve the issue online there and then,” says Martin. “If not, they can also use the portal to book an engineer visit. It will accelerate the whole process, with rollout to customers beginning over the next few months.” 39 Machinery & Manufacturing “At current order levels we expect to exceed last year’s revenue figures, which is very pleasing for our first year of ownership.”
but I wanted to test myself,” he says. “It was a great opportunity to learn another side of the business.” Further promotions followed into management positions, first as head of production, where key tasks included the introduction of even more stringent quality procedures, then as UK sales manager. “From there, Nigel steadily began inviting me to meetings, getting me familiar with other aspects of the company and taking more business-oriented decisions. So, I’ve effectively been growing into my current Managing Director role for the past four years.” Changing of the guard Around 12 months ago, when Nigel wanted to step back, a management buyout opportunity presented itself. It was almost a natural progression for Martin Burton and Chris Hellier (now Commercial Director) to take on the company’s ownership. “Despite the change, we wanted it to be business as usual, which means continuing to prioritise customer service. Nigel had run a very successful company for 40 years, so any dramatic shifts in direction were never part of the plan. Although I have my own management style, I actually think in a similar way to Nigel, so it works quite well. I’m very intent on growth and
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