ITL appoints Stephen Wright to fortify customer focus

Itl Stephen Wright

Cheshire-based company Ink Technologies (UK) Ltd (ITL) is reinforcing its continuing expansion with the appointment of Stephen Wright to the role of customer service executive. Having joined the company in April 2010, Wright will support and build upon ITL's commitment to keeping customer requirements and opinions at the forefront of its approach to the development and supply of high-quality alternative printing inks for small-, wide- and large-format production.

Wright brings his expertise in service and support to ITL and will build on the existing customer-focused mentality that exists within the company. "This is an exciting opportunity to develop customer service within a British business which has a positive approach to its market," enthuses Wright. "ITL has shown steady growth and a progressive ethos which extends across the company. This is evident not just from the expansion of the service team but also from its commitment to improving its environmental stance."

Wright is keen to implement a structured approach to improving customer experience by contacting key accounts and assessing and implementing their responses and recommendations. This will ensure that each customer receives a personalised service built directly around their requirements. "Customer service should be an organic process whereby the individual business calls for something and the provider responds appropriately to cater to the market's needs," he explains. "ITL has always understood this and I plan to further this approach in my new position."

Before his move to ITL, Wright's most recent role was to maintain the customer service portion of UK operations for chemicals company Lord Corporation Europe, based in Trafford Park, Greater Manchester, as it transferred operations to German and other European bases. "I am delighted to become part of a dynamic company which is committed to retaining and developing its manufacturing base from headquarters in the UK," Wright says. "ITL's global vision of quality means that it can provide a world-class service across its operations - including those closest to home."

Wright's wealth of experience in customer service operations is considerable and includes some 16 years at the Yellow Pages, and time as a DHL representative embedded at Kelloggs. "Steve has an incredibly strong skill set built over many years of expertise in customer service," explains Peter Williams, ITL's sales and marketing director. "I have no doubt this knowledge will transfer smoothly into the digital ink industry, complementing ITL's commitment to its customers."Â

As both internal customer service leader and a face for ITL's dedication to its clients, Wright is expanding the company's systems with the implementation of a new customer relationship management system (CRM). This will enable ITL to make service improvement an integral part of the company's operation, instilling regular monitoring of requirements and feedback from clients as regular practice for all employees.

"No two customers are alike," concludes Wright. "I maintain that companies which wish to build a strong client base must understand and respond to this fact - and I believe that ITL is doing just that."

Manufacturer and supplier of alternative small-, wide- and large-format digital ink-jet inks, ITL (Ink Technologies (UK) Ltd) was founded in 2000 and is headquartered in Cheshire, in the north of England. All manufacturing and product development takes places in the UK only and the company achieved the BS EN ISO 9001:2000 standard in 2006, upgraded to ISO 9001:2008 in early 2009. Its products span a multitude of applications, including eco- and full-solvent, water-based, UV-curing and coding inks.