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Inscape Interiors Ltd

The SME Productivity & Innovation Centre (PIC) at Edge Hill University delivers impact through an intensive fully-funded programme that helps established SMEs, with the vision and potential for growth, build a coherent business model strategy to scale-up.

Inscape Interiors Ltd case study

Washroom manufacturer

Gary Wynne, Managing Director – Inscape Interiors Ltd

“The programme has had a real impact on how we do things. Straight away we realised that Innovation is about doing things differently to get different results. The programme was challenging but provided us with the time to work on our business and develop an action plan that has improved the way we run the business.”

Gary Wynne, Managing Director – Inscape Interiors Ltd

Revenue increase as a result of new defined processes and service offer:

  • Clarity of customer pain-points and needs.
  • New tiered service offer, improving the service to customers.
  • Aligned installation process.
  • Recruited a new Finance Manager.
  • New machinery planned to improve manufacturing efficiency.

Starting point

Chorley based Inscape Interiors Ltd manufacture and install commercial washrooms for the construction industry. Following a nationally difficult financial year in 2017 for the construction industry, Inscape began working with consultants to explore ways to increase revenue. During this time the Inscape team were exploring options of new technology to improve efficiencies. The team thought the Innovation Sprint Programme would be the perfect opportunity to explore the technology in more depth.

The journey

It was during the initial workshop that Gary Wynne, Managing Director, realised that Innovation was not simply about technology but about doing things differently, with this alongside enquiries into new technology the team from Inscape began focusing on their customers pain points and the current service that they offered.

Gary and the team found the Programme thought provoking and found it encouraged the team to work together at a strategic level to address their challenges.

The tools and framework helped the team unpick their service offer and revealed that Inscape did not differentiate their service regardless of the size and nature of the customer.

The solution and outcome

The team began to look at things differently. Guided by the framework they explored all aspects of the company’s internal and customer facing activities including business development, project delivery, subcontractors and pricing/margin modelling.

Since completing the programme Inscape re-evaluated the role of the subcontractor in the customer journey, which proved to be a highly valued part of the customer experience. They now offer an improved service and evaluate each new potential order against a tiered model A, B and C to ensure the necessary key account management, accreditation, aftercare is applied to each order to optimise the customer journey, increase margin and guarantee repeat business. This new model has been disseminated throughout the organisation. Customer feedback since implementing the changes has been extremely positive.

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