People are at the heart of what we do at Channel Assist. So, what better way to get an insight into our company, than to hear from first-hand experience? Our first stop was to interview Project Manager, Alphy, who has been with us for 9 years. His role focuses on helping brands deliver exceptional levels of merchandising and installations across multiple retailers. Here, Alphy talks through the six pillars of excellence in sales services. They underpin our success and help us to deliver innovative and efficient services for our brand partners. Let’s get started!

Q: What is Channel Assist’s retail access and how does it benefit our clients?

A: Since we founded Channel Assist in 2007, we’ve built strong relationships with retailers. Through our unrivalled retailer access across the UK, Ireland and Europe, we deliver exceptional levels of merchandising and installations. This gives our clients the best opportunity to showcase their brands. We understand that high visibility and good visual compliance are crucial. In 2023, we supported 20% more retailers than the previous year. We earned accreditation to support every retail door in the UK and Ireland. Each year, we expand these relationships to further drive excellence in our sales service.

Through our retail access, we guarantee that our brand partners’ products are displayed in the best way possible. We regularly conduct instore audits to check that all POS information is up to date. It is essential that correct stock is on display with up-to-date pricing tickets.

Our experience and knowledge within these retail estates allow us to support and advise our brand partners on future projects, saving them time and money. With some of our retailers, we’ve introduced an advocate program to drive brand advocacy, grow in-store opportunities and gain market share in key stores. Through tailored reward and recognition initiatives, we can help our brand partners drive engagement, improve store standards and grow sales.

Q: How does Channel Assist’s capability and scale enhance the services provided?

A: Our capability, scale, and skillset really set us apart. We cover the UK, Ireland, and Europe, which means we can handle projects of any size, from small-scale installations to large, complex rollouts. Our strategically located warehouses allow us to store and manage all stock and spare parts efficiently, ensuring we can handle large projects rollouts and also respond quickly to maintenance requests and minimise any downtime for our clients’ displays.

Whether it’s vinyl installations, merchandising, or complex display setups, our skilled teams are fully prepared and equipped. They hold all the necessary licenses and certifications to complete every project safely and to the highest standards.

Our nationwide network of employees, from merchandisers to skilled installers, allows us to offer competitive pricing while working locally to minimise travel time and reduce our carbon footprint. We prioritise having the right resources in the right place at the right time. Experienced across various sectors, from consumers electronics to DIY, we match the best-skilled professionals to each task, ensuring efficient service delivery and reduced environmental impact. By selecting local merchandisers and optimising our installation routes, we meet project goals and contribute to sustainability efforts.

So, our capability, scale, and dedication to sustainability enable us to deliver high quality consistently. It’s all about having the expertise, resources, and commitment to excellence that our clients can rely on.

Q: Is Innovation a critical part of the Channel Assist approach?

A: One of Channel Assist’s core values is to be creative and embrace the new, making innovation a critical part of our approach.

Online maintenance portal

Our online maintenance portal is a prime example, providing clients and supported retailers with real-time tracking for all their displays. When a retail store reports a display issue, our system generates a ticket and sends it directly to our project management team. They analyse the issue & provide a solution, including arranging a visit to the store to carry out the necessary repairs. This ensures that clients’ products and displays are always visible, and their brand has optimal coverage.

This level of transparency enhances communication and allows us to address issues swiftly. Additionally, our use of QR codes on displays simplifies the process for store staff to report faults. We continuously invest in new technologies and processes to improve our services and stay ahead of industry trends.

Innovative storage solution

Our warehouse storage network and maintenance service provide an innovative solution, ensuring a consistently high in-store shopping experience for our brands. With conveniently located warehouse storage across the UK, Ireland & Europe, we can hold stocks of spare parts for client displays in the event of any maintenance issues, minimising display downtime by 18%.  

Q: With sustainability becoming a growing concern in many industries, how does Channel Assist address sustainability in its operations?

A: Sustainability is a significant focus for us, with the aim of reducing our environmental impact through efficient resource management and minimising waste.  We are mindful towards the impact of our designs, balancing the need for eco-friendly development whilst maintaining functionality and aesthetics. We are continuously looking for the use of new materials to extend the lifespan of retail displays, reducing the need for frequent replacements.

Additionally, our strategic warehouse locations help reduce transportation emissions by enabling quicker and more direct service routes. We’re constantly exploring new ways to enhance our sustainability efforts while delivering exceptional service to our clients. And for the wider community, our internal ‘Green Team’ are always looking for new sustainable-led activities that help us give back to our community. Our most recent activities include litter picking and tree planting, with many more in the pipeline!

Q: What project management strategies does Channel Assist use to ensure successful outcomes?

A: Effective project management is essential to our success. Our dedicated project management team oversee every aspect of service delivery, from analysing maintenance requests to coordinating repairs, ensuring tasks are completed efficiently and to the highest standards. We use advanced project management software to track progress, manage resources, and communicate with clients, ensuring projects are completed on time and within budget.

Unlike most agencies, we work directly with both retailers and brands, which is crucial for managing each project stage effectively. Additionally, our team liaises with retailers to obtain necessary Health & Safety documentation and store access policies. This enables us to handling the end-to-end process so brands can outsource with complete peace of mind.

With Prince2 accredited project managers coordinating each project, we ensure delivery to the highest standards. Our flat company structure allows for agile problem-solving, avoiding delays common in more hierarchical organisations. This agility, combined with our obsessive attention to detail and industry-leading compliance rates, ensures our brand partners’ projects meet and exceed industry standards.

Our pragmatic, solution-driven approach means we can handle any issues that arise, ensuring project success. Our team’s knowledge and technical expertise, along with a proactive “can do” attitude, make us reliable partners for any project.

Q: Reporting is vital for transparency and continuous improvement. How does Channel Assist handle reporting and feedback?

A: Reporting and feedback are integral to our service model. We have multiple reporting platforms (each best of breed for their relative need). As an example, for all of our installation projects, we provide a live reporting link, accessible 24/7. This link enables clients to view key details through the project, including images, videos & retailer sign-offs in real time. This transparency allows our clients to monitor the effectiveness of our services and make informed decisions. We actively seek feedback from our clients to continuously improve our processes and address any areas of concern promptly.

We provide the link between customer and brand, we are the boots on the ground, whatever region. Giving feedback and providing solutions to product education, security, customer insight… Harnessing new technologies to keep up with changing customer journeys and ensuring the ROI and compliance is there.

Against our competition we are dynamic and nimble. They are oil-tankers that take ages to change direction.

How Channel Assist deliver excellence in field marketing and sales

At Channel Assist, our clients’ success is our top priority. Our commitment to innovation, sustainability, and excellence in project management, enable us to provide greater value to our clients . We deliver exceptional levels of merchandising and installations to enhance your sales and maximise ROI. To learn more about the six pillars of excellence in sales services and how we can help get in touch today.