PlumbCall

• CS_PlumbCall_web.pdf

CS_PlumbCall_web.pdf

Plumbcall was founded in Rockhampton, Queensland in 1997 and has grown into a business providing 24-hour prompt service in plumbing and gas services.

The Challenge

Robert Mackay, the founder of Plumbcall, focused on growing the network from humble beginnings out of home to a commercial operation employing a network of plumbers. Plumbcall is characterised by a professional and service orientated approach to a trade industry. Plumbcall has a commitment, and guaranteed service, to ensure continual customer satisfaction.

The philosophy provided the foundation for Plumbcall to dominate its market and be well recognised for prompt, quality service with a unique marketing jingle that is distinct in the customer’s mind – “Who ya gunna call?’.

The Plumbcall philosophy is simple – deliver great service, on time, with a smile and at reasonable rates.

The Plumbcall network had expanded at such a rate that natural attrition in the trade sector made sustaining a large network of employed plumbers difficult. The business had significant opportunities beyond its original market in Rockhampton but significant resources were being consumed maintaining the status quo and continually responding to the demand for the Plumbcall services.

Inflection Point: How do we gain competitive advantage in an industry that is experiencing decreasing margins due to high levels of competition?

Plumbcall needed to identify the strategy to take the business to the next level where the strong foundation of service and product quality, training and marketing could be converted into customers in new markets.

The Solution

Plumbcall employed DC Strategy to review the current position and to determine the impact a franchisee business model would have on the business.
Success: Being successful is about doing the basics really well and Plumbcall has made it a habit.

The project focused on understanding what had really made the business successful and identified the most appropriate owner-operator business model. The economic analysis indicated some potential changes to the business model to improve performance.

Implementing a franchised business model that complemented the company network strategy whilst recognising the idiosyncrasies of the trade sector created a practical impact on the business.

The commercial policy and strategy development and recruitment, screening and selection process were developed which enabled Plumbcall to clarify the exact roles of head office in the growth of the network.

The Outcomes

Plumbcall is now well positioned to leverage the existing practices and resources of the network to expand the business. The Plumbcall formula enables a simple yet effective growth plan to be implemented beyond head office in Rockhampton.

DC Strategy worked with the key management team at Plumbcall to:

1. Design and detail the new business model of Plumbcall
2. Incorporate owner-operators into the existing business as a growth strategy
3. Clarify the key focus of head office resources to enable the path to the next level of performance to be realised.

Focus: No matter how good the product is, if it is not reaching the target market it won’t sell.

Plumbcall has a clear vision to be a national network taking its unique service orientated approach to produce similar results to those Rockhampton has experienced.

DC Strategy, business growth specialists.

Level 5, 530 Collins Street,
Melbourne VIC 3000 Australia
growth@dcstrategy.com
+61 (0)3 8102 9200