With a background in customer experience, business transformation and the scaffolding industry, Katherine joins the team to focus on what happens after a customer signs up - making sure they get the support, guidance and value they need to make the most of ScaffPlan.
From improving onboarding and listening to customer feedback to building long-term relationships, her focus is simple: understanding what customers need and making sure ScaffPlan delivers.
"People of Katherine's calibre don’t become available very often, so when we found out she was, we moved heaven and earth to get her to join us.
Katherine brings a wealth of experience and will make us so much better as a team. Our customer will share in the same benifets we will as a company." - Simon Boyes, Founder of ScaffPlan
I’d describe my first few days as mad, bonkers and very, very busy – they've set the tone for ScaffPlan’s fast-paced, agile approach. I've loved digital onboarding hub, which has guided me through everything from meeting the team and understanding the company’s values to setting up systems and finding information.
Having everything in one place, with a clear checklist and the ability to track progress, has made the experience so efficient. What’s stood out most is the opportunity to feed back on the process so it can be improved for future starters - a reflection of ScaffPlan’s commitment to getting things right and having a positive impact on its own team, as well as its customers.
I was so excited by the opportunity to work with Ben and Simon. They're industry titans, and I knew whatever they put together would be brilliant. What really appealed to me was the culture: everyone shares the same goal, people are trusted to take ownership, and the focus is on getting the best out of each other.
I love the scaffolding industry, and ScaffPlan’s fast pace and constant drive to innovate really suit me. I want to be challenged, keep learning and find new ways to make things better. For me, it’s a match made in heaven.
My main focus is the customer journey, from onboarding and making sure customers have the tools they need to succeed, through to helping them understand and maximise the value ScaffPlan brings to their business.
I'll be listening to existing customers, finding out what we're getting right and where we can improve. We're scaling up, so we won't get everything right all the time - we need to understand what to do differently and then change it.
I'm also keen to get started on the new opportunities we’re going to be offering our existing customers when it comes to referrals. I ultimately want to create a world-class post-sale experience that makes customers want to tell everyone about ScaffPlan. We’re building trust, creating value customers can't live without and delivering the best possible experience, whatever their company size or how they use the software.
“We’re absolutely delighted to have Katherine on board. Her deep understanding of the scaffolding industry, how scaffolding businesses work and what they want from the companies they choose to work with, is exactly the experience we need as we grow.”
“Katherine knows how to build relationships that last, and I’m really excited to see the difference she makes. It’s a great time to be joining us.” - Ben Beaumont, Director at ScaffPlan
My role is all about making the customer journey the best it can possibly be. That means listening, asking questions and learning where we can improve, then making changes that fit how each customer wants to use ScaffPlan. It's not one-size-fits-all -some customers want design tools, others want the whole workflow, and everyone has different needs and levels of tech confidence.
I want to understand the problems customers need ScaffPlan to solve and make sure they're getting the most out of it. Just as importantly, I want people to feel comfortable asking questions, know who to turn to and have the support they need to succeed.
What's really cool about Sales & Estimating is that whether you're a business owner looking at overall performance, an estimator putting quotes together or an office team tracking activity and deals, everyone can use it as a single source of truth for the business.
Rather than building complicated spreadsheets to pull everything together, ScaffPlan Sales and Estimating gives you an instant snapshot of your pipeline, wins and losses, margins and team performance. With features like template wizards, rate profiles and ScaffPlan AI, it makes everyday tasks quicker and easier. And with different tiers of the product available, there's options to suit businesses of different sizes too.