Maximising customer satisfaction with Farrat.

Farrat, a leader in structural engineering and construction solutions, produces a range of products, including thermal breaks, vibration control, and isolation materials. They partnered with Arch to enhance their digital product offering, with a key focus on capitalising on sales opportunities within smaller-value projects.

Farrat’s reputation for excellence means they handle large-scale, high-value projects directly to ensure their exacting standards are maintained. However, they also receive a significant volume of orders from smaller projects that require standardised solutions. These smaller orders represent a crucial revenue stream, demanding timely responses to maintain customer satisfaction.

To address this, Farrat collaborated with us to design a solution that balances automation with human interaction. The goal is to streamline processes where possible while maintaining a personalised touch when necessary, enabling Farrat to continue delivering exceptional service to projects of all sizes.

As part of our process, we guided Farrat through a focused Discovery phase aimed at scoping a programme to automate key aspects of their sales and client relationship workflows. The goal was to reduce the administrative burden on internal teams while improving efficiency across the board. Through a series of in-depth workshops, we mapped out their core sales processes and identified high-impact opportunities for intervention. Drawing on insights from similar work delivered for DMA, we proposed a strategic integration within Farrat’s existing CRM infrastructure to streamline operations and support smarter engagement.

The solution features an intelligent portal where users can upload CAD drawings and Bills of Materials (BoMs) to generate precise project requirements. Based on value thresholds, the system automatically determines the next step—either routing the user to human support for high-value projects or directing them through an automated ordering process integrated with Farrat’s SAP system. This smart automation ensures that no opportunities are lost on lower-value projects while freeing up sales and admin teams to provide targeted, timely support where it matters most. The result is a more responsive, efficient sales pipeline with better resource allocation and improved customer experience.