A Berkshire manufacturer exporting specialist scientific instruments around the world is investing in digital technology to improve efficiency, strengthen customer relationships and support ambitious growth plans.
BWB Technologies, based in Newbury, has developed a bespoke digital roadmap with Made Smarter South East, completed the Digital Champions programme and secured a grant of almost £5,000 towards a £10,000 investment in a new customer relationship management (CRM) system.
Made Smarter gave us the confidence to invest in digital systems that will transform how we manage our global sales and distributor network. Introducing an integrated CRM will help us automate routine processes, improve visibility across the business and strengthen engagement with customers and partners worldwide.
Hozan Edwards, Managing Director
BWB Technologies designs and manufactures flame photometers and laboratory instrumentation used globally across water quality, pharmaceuticals, agriculture and education.
Having already invested in modern business systems and product innovation, the company wanted to explore how further digital improvements could help it work more efficiently, strengthen relationships with customers and distributors, and support its plans for growth.
The business recognised an opportunity to bring together information from across its operations, improve forecasting and make better use of technology as it continued to develop its international activities.
BWB Technologies engaged with Made Smarter South East and completed a Digital Transformation Workshop led by Technology Adviser Jez Heys.
The workshop reviewed the company's people, processes and technology, producing a bespoke digital roadmap that identified practical opportunities for improvement and future investment.
The roadmap highlighted the benefits of introducing a more integrated approach to customer and sales management, alongside opportunities to strengthen digital skills and leadership within the business.
Members of the BWB Technologies team subsequently completed the Made Smarter Digital Champions programme, developing the knowledge and confidence to support the company's digital transformation.
Guided by its roadmap, BWB Technologies secured a Made Smarter grant of almost £5,000 towards a £10,000 investment in a new Zoho CRM system. The technology will bring together customer, distributor and sales information, automate routine processes and improve lead tracking, forecasting and customer engagement.
The new system is expected to reduce administrative workloads by around 20 per cent, freeing up employees to focus on higher-value activities such as customer service and business development.
Better access to information will also help the company track sales opportunities more effectively, improve forecasting and strengthen relationships with customers and distributors worldwide.
These improvements are expected to help increase lead conversion rates and support BWB Technologies' ambition to grow turnover by 50 per cent over the next three years.
Hozan said: "For a small export-focused manufacturer like ours, these efficiencies are essential to scaling the business without increasing overheads."
The CRM investment is an important step in BWB Technologies' wider digital roadmap.
The company plans to build on this foundation by continuing to explore opportunities to improve efficiency, strengthen customer relationships and develop the skills needed to support future growth.
With a clearer plan for future investment and support from Made Smarter South East, BWB Technologies is looking to build on its manufacturing expertise and international success.
