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 quality means they handle large-scale, high-value projects directly to maintain their exacting standards. They also receive a significant volume of orders from smaller projects that require standardised solutions. These smaller orders are an important revenue stream and need timely responses to keep customers satisfied.

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 and keep a personalised touch where it is needed, so Farrat can continue to serve projects of all sizes well.

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 and improve efficiency across the board. Through a series of in-depth workshops, we mapped out their core sales processes and identified the opportunities where intervention would have most effect. Drawing on insights from similar work delivered for DMA, we proposed an 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: it either routes the user to human support for high-value projects or directs them through an automated ordering process integrated with Farrat’s SAP system. This means opportunities on lower-value projects are not lost, and sales and admin teams are free to give targeted, timely support where it matters most. The result is a more responsive, efficient sales pipeline with better resource allocation and an improved customer experience.