Group Newsletter ISSUE 6 | MAY 2019 • SPOTLIGHT ON: FRANCE • ENGAGEMENT SURVEY ACTION PLANNING OVERVIEW • SPOTLIGHT ON: DIGITAL WITH A HUMAN TOUCH Contents We can apply our specialist challenges that sometimes get in the Rubix Management Committee, CEO’S knowledge whether we are the way. That’s what ‘Selling the or one of their direct reports. Then, CEO’s discussing the right product from Rubix Way’ is all about. we are putting in place an action FOREWORD 1 the premium brands we offer or plan to address their issues. our own brand products as high Becoming the ‘Industry Foreword quality, great value alternatives. Consolidator of Choice’ is about There is one thing that every one buying businesses that add to the of us can do to improve the score Above all else, it is the services range of services we offer, and across the Group: for every single Attack and defence we provide that will help us to extend our reach in our chosen customer interaction, we must SPOTLIGHT ON: attack and grow, and to protect markets across Europe. challenge ourselves, did I deliver a DIGITAL WITH A and defend. 10 out of 10 experience? Our new strategy has been designed to make it easier HUMAN TOUCH 2 Customer Survey for all 8,000 makers and doers across Rubix to deliver These services range from basic Rubix Team Time excellent customer service − there is a summary of our customisation of belts, chains Like you, I was disappointed to see strategy at the bottom of the page. and linear guides to gearbox and that our customers gave us a net You should use your regular team ENGAGEMENT SURVEY motor refurbishment through promoter score of -2.2 in the first meetings to challenge yourselves ACTION PLANNING Customer satisfaction drives growth. If our customers to 3D printing, robotics and ever Group-wide customer survey. on this. If it’s not something you OVERVIEW 3 are happy with the service they are getting from us, internet of things (IoT) technology do already, you will have a good Customers were asked whether they will spend more with us in the future. They will also for condition monitoring and opportunity during May’s Team Time they would recommend Rubix. recommend Rubix to people who aren’t already doing predictive maintenance. session on ‘Selling the Rubix Way’. business with us. They answered on a scale of SPOTLIGHT ON: Our customers need the services 0-10. Those responding 9 or 10 Rubix Team Time has been launched FRANCE 4 As well as improving customer satisfaction and driving we offer and they have much higher are promoters, the 7s and 8s are to give every one of us the opportunity growth, the strategy also helps to protect our business margins than products. So, they help passives and anyone scoring 0-6 is to understand the strategy and to from competitive threats. us to improve customer satisfaction a detractor. The NPS score is the see how our role contributes to the percentage of promoters minus success of the business. The likes of Amazon Business and Alibaba make it easy and drive business growth. the percentage of detractors. NEWS for people to find the products they want online, and they They also help to defend against There will be one session per month, 5 offer a great delivery experience. the competitive threats from This means that our customers – on led by your line manager, focussing the whole – would not recommend on a different priority of the three- We need to do the same, which is why you see that companies who do a good job of Rubix to another business. It’s not year strategy for Rubix. ‘Excellence in Core Distribution’ and ‘Digital with a delivering the boxes, but don’t offer a nice thing to hear but we need to Human Touch’ are two of our priorities. We need to get anything beyond that. MY BRANCH: invest time, effort and energy into I look forward to joining one of your really good at selling online and we need to deliver orders GERMÁN ARBELLÓN Services help us to get really close putting it right. meetings soon! 6 on time and in full. to customers, to understand their That has started already. Every To make sure that we are more than box movers, we have purpose, the promises they need Martin Thomsen customer that was a detractor is to bring our deep technical expertise to our customers. to keep to their customers and GET TO KNOW: being contacted by a member of CEO This is what it means to be a ‘Multi-specialist’. the manufacturing and processing GROUP HR DIRECTOR, DAVID MORKEBERG 7 Industry Consolidator Digital with a Excellence in Selling the Rubix Way Multi-specialism KEY ACCOUNT of Choice Human Touch Core Distribution UPDATE Multi-specialist value Leading product offer and 8 proposition, outperforming expertise in mechanical Agree clear criteria aligned Build a €1bn business at the Set clear expectations and peer group transmission and pneumatics to strategic priorities heart of Rubix tracking and reporting of performance Equipping salesforce with Build out flow and Expand the pipeline in Drive growth in EDI, OCR technical knowledge mechatronics offer Customer priority areas and VMI Ensure best-in-class fulfilment Accelerating growth with key Close gaps in Tools & PPE Satisfaction Drive webshop growth accounts Build best-in-class Outperform peer group on integration capabilities Develop a consistent own Improve capabilities on-time-in-full (OTIF) brand offer Growth Develop product map and Develop integrated product- align related processes service propositions and ensure cross-selling Have you got a story for the next issue? Send it through to: [email protected] Spotlight on: Digital with a Human Touch Digital sales reach all-time high All customers to complete online transactions with Rubix from June In March we achieved digital sales of over €25m. For every €7 spent with us, €1 was spent online; at 14% of overall sales, this set a new From the end of June, we are making an important change to the journey that our customers go on when they buy from us online. digital sales record for the Group. We will continue They want to buy from us in this way, our customers better by rolling out When a customer We are making this change to build Watch out for updates throughout to monitor so we are simply responding to Conexiom, which offers automated arrives on a awareness of the Rubix brand May and June. The change may digital sales as their demands. quotes and sales orders. webshop, they through the millions and millions of prompt our customers to ask a percentage will be greeted visits our websites get every year. questions about what Rubix is all of total sales Clearly, this priority is very closely To support this, we are building with the local about, and about the changes we as it is a good linked with ‘Excellence in Core networks of branch champions homepage that It’s a great opportunity to tell the are making, so we will make sure indicator of our Distribution’ – another of the five in the UK, France, Netherlands, they know and are story of the power of Rubix, making you are ready to answer them. progress on ‘Digital priorities – because when people buy Belgium and Spain. expecting to see, sure that our brand means more from us online, they expect a smooth whether that is Orexad, Minetti, to customers than a new logo or with a Human Touch’ – one of the To steer and accelerate our delivery process too. Brammer Buck & Hickman or any colour scheme that they notice on Group’s five priorities over the progress on ‘Digital with a Human one of our market leading brands. a couple of pages of a website. next three years. In simple terms, they want it to be Touch’, there are a series of ‘Digital as easy to buy online and receive Days’ planned for 2019. Ultimately, we are aiming to However, once they login, or click We are planning a comprehensive products from us as it is when they do build a €1bn+ digital business to complete the purchase, they will campaign for our colleagues and their online shopping outside of work. Here, we bring the power of at the heart of the Rubix Group. the Group together in a cross- do that on a Rubix branded page. customers to tell them all about Changing ourselves to be as good Customers are seeing the benefits of functional team that is working on what we are doing, and why. at this as we are at everything our progress, and so are the branches. important topics such as on-site else shows we are improving our search, customer experience business to make it easier for our We are freeing up time for branch improvement and online quotes. customers to do business with us. colleagues to focus more on serving “We are making this change to build awareness of the “Ultimately, we are aiming to build a €1bn+ digital business at the Rubix brand through the millions and millions of visits our heart of the Rubix Group.” websites get every year.” Engagement Survey Rubix Group – Martin Thomsen CEE & Nordics – Paul van der Rest UK/IRE/ICL – Mark Dixon Rubix Group offers long-term career 44% Clarity on strategy, direction and alignment 53% opportunities for me 42% Changes in the business are communicated effectively Action Planning Defined responsibility for communications given to In the next development planning meetings ensure Employee Forum to be redesigned to all Senior Leadership Team members key skills of CEE & Nordics leadership team are ensure that the Group becomes a true two- Introduce manger-led communications in 2019 identified and planned for way communication channel that is fully Overview (Rubix Team Time) representative of our workforce 50% I feel supported during changes in the business