Plumbase

Plumbase is one of the largest plumbing and heating merchants in the country, trading from more than 140 branches, throughout the UK. In England and Wales, the company primarily trades as Plumbase; and, in Scotland, as Plumbline. Plumbase originates from H. Bradley Ltd, a six branch plumbing and heating merchant, in central London, that joined Grafton Group in February 1994. On 14th May 1998, the company’s name was changed from H. Bradley Ltd. to Plumbase Ltd.

Growth continued and, by the end of 1999, the company was trading from 39 branches. In 2000, Plumbase more than doubled its size, taking the branch network to 85 branches, including the opening of 8 greenfield sites. During 2001 and 2002, a further 15 branches were added through acquisition, and another 12 greenfield branches were opened.

Plumbase Ltd. trades under the brand names of Plumbase, Plumbline, Time & Temperature and Reflections. The company is a wholly owned subsidiary of Grafton Group Plc.

In 2001, Plumbase identified that having more than three disparate IT systems, across all branches, simply was not sustainable in order to cope with the company’s ambitious growth plans, and started assessing suitable vendors and systems.

To find a software solution that had the capability to support the future plans of the company, whilst standardising and consolidating information and data across all branches.

In order to grow the business and support the increasing number of branches, Plumbase needed to replace the existing ‘legacy’ systems, currently in use within the branch network, with the *Kerridge Commercial Systems' system.

Peter Wass, IT Director of Plumbase, describes the issues that faced the company, “we had grown rapidly through acquisitions and, ultimately, we were faced with several different, unconnected systems across our branch network. Needless to say, we found it very difficult to access accurate management information, and it was clear that the systems in place couldn’t cope with our planned growth.”

In July 2003, the first Plumbase branch went live on the *Kerridge Commercial Systems' system with a minimum of interruption to the business. As Peter explains, “it was extremely important to us that any disruption, that might affect our customers and trade counter staff, was kept to an absolute minimum.”

Prior to the implementation, Plumbase undertook a complete business process review, across all functions within the company, to ensure that the fit with the *Kerridge Commercial Systems' system would be the best possible.

The *Kerridge Commercial Systems roll-out programme started at a rate of one branch per week. The system was incredibly well received and, subsequently, Plumbase set up a ‘mobile IT implementation team’, consisting of in-house IT staff, with the sole purpose to prepare, train and get the other branches live in the most professional and effective manner.

The success of the implementation can be attributed to the involvement of staff in the process. The IT implementation team had experience of branch operations and, as the roll-out progressed, Plumbase enlarged the team with staff seconded from the branches.

“I would call it a ‘people project’ rather than a ‘technical project’,” comments Peter. “The training was key to making it a success and involving staff, with branch experience, in the implementation process, proved hugely valuable. In fact, who could do it better – they know our business and the industry?”

At the end of 2003, Plumbase was successfully rolling out two branches a week and, by Q3 2004, four branches a week were going live on the *Kerridge Commercial Systems' system. Again, it is a combination of the *Kerridge Commercial Systems project team (who has a very comprehensive business understanding and in-depth knowledge of the industry) and the Plumbase IT implementation team (now grown to four permanent and four seconded members of staff) that enables this rapid roll-out.

Plumbase are delighted with the *Kerridge Commercial Systems project, with all initial objectives met. There has been minimal disruption to the business, and to customers, with very positive feedback from the users of the system. As Peter says, “we now have the tools to control margins and maximise the business opportunities. The *Kerridge Commercial Systems system has given us control, flexibility and tools to effectively increase margins and return on sales.” “The availability and the ease of access to management information is invaluable to our business, and we are also very pleased with the partnership with *Kerridge Commercial Systems,” says Peter.

Print Manager, the advanced electronic forms system, from ADP Print Solutions, has also been implemented at Plumbase. In the past, all branches needed to print their own invoices and send them out. Now, the system generates all invoices (amounting to in excess of 156,000 a month – 1,300 per branch, per month) and sends them, via Print Manager, to ADP Print Solutions, where they are folded, stuffed, franked and posted on behalf of Plumbase. As Peter adds, “this is a fantastic service that has been very well received. The headache of local invoicing is now a thing of the past. We are planning to further extend the use of this service for statements, credit chase letters and marketing material.”

Plumbase is further expanding its network of branches and is not stopping with existing technology. The next step is to implement IP Telephony across all branches with the assistance of *Kerridge Commercial Systems. “It is a logical step for us to take, to further maximise our business,” says Peter. “*Kerridge Commercial Systems is our preferred supplier and, with our existing relationship, and their knowledge, we are in an ideal position to move further forward.”