INSIGHT

As part of its sales restructuring, Bontempi Vibo has decided to separate its sales team to focus on the Italian and foreign markets independently. “The split in turnover between the two markets is roughly 50/50 and therefore it makes sense for us to have individual groups focusing on each market and looking at how we can not only further build relationships with customers, but also grow as a business,” explains Andrea. “With that in mind, I am following the foreign market, alongside Paola, Cristina and Natalia, whilst Mario, Simona and Camilla concentrate on the Italian customers.”

Dedicated to distribution

Since its foundation, Bontempi Vibo has been committed to serving the distribution market and creating long-term partnerships with customers. “In recent years we have seen many of our competitors decide to move away from the distribution market and to focus directly on end users. However, at Bontempi Vibo we remain loyal to our partnerships with distributors and we want to grow them even further,” mentions Mario Montagnini, sales manager Italy at Bontempi Vibo. “A key aspect of the restructuring of the sales department is based on the fact we want to get even closer to our distributor customers – so that we can understand their needs and requirements even more.”

Known across Europe for its quality and service level, Bontempi Vibo believes that a key part of working with distribution customers is being able to quickly respond and help with customers’ requests whenever possible. “Since the beginning, the Bontempi Vibo sales team has been focused on meeting the needs of its customers. Through the restructure we will be able to further improve our service levels, including the quickness of our answers, and improve the flexibility the company has when it comes to meeting customers’ requests,” points out Mario.

He adds: “At Bontempi Vibo the majority of our products are standard products. However, that doesn’t mean that our customers have standard requests. Being able to understand what our customers’ need and providing quick responses is a fundamental part of our strategy. Working with distribution means that a lot of the times these needs are very similar, and of course price and quality are a fundamental base of every customer enquiry, however, there are often other little details that could be decisive factors and we want to be close to customers in order to understand these additional needs. If you are going to have customers that are loyal to you as a business, you need to ensure you understand what they need and show how you can help them. By restructuring the department, it has enabled us to get even closer to our customers and to understand these little differences.”

Meeting customers’ needs

A recent example of Bontempi Vibo being able to provide solutions to customers’ individual needs includes a customer who require a very urgent order to be fulfilled. “One of our customers had an issue with one of their other suppliers and they needed somebody to provide the parts as fast as possible,” explains Andrea. “This was a part that could not be found in stock, as they were special fasteners and not available ‘off the shelf’.

To help the customer, Bontempi Vibo worked closely with them and, by fully understanding the requirements, it was able to confirm and deliver the products within just four weeks – from the initial drawings to the final product being delivered. “This is a good example of how understanding the needs of the customers can result in new solutions and business,” states Andrea. “The personal relationship with customers is crucial and by regularly having conversations we can make sure we can meet their needs.”

Andrea continues: “Another advantages of being close with our customers is that you get to understand what is happening within key markets. In many ways our customers are our ‘front office’ with the market and provide information and insight into not only

Job title: Sales manager Italy

Responsibilities: Sales and customer management for Italian customers.

Experience: Mario has 20 years’ experience in sales and customer management, 12 of which has been in the fasteners industry. “Continuous growth and improvement are the guiding aims of my commitment.”

Job title: Area manager Italy

Responsibilities: Sales and contact person for Italian customers.

Experience: Simona has 23 years’ experience in the sales department of Bontempi Vibo and has been the contact person for German customers for many years. Since 2019 Simona has also been working with Bontempi Vibo’s domestic customers. “Daily contact, kindness, good product and service, collaboration, and loyalty, are the key points I believe in to build a long-lasting business relationship.”

Job title: Area manager

Responsibilities: Sales and customer care for the European market.

Experience: Paola has five years’ experience in Bontempi Vibo’s sales department and is responsible for the daily contact with foreign customers – following their needs from the inquiry to the after sales, including drawing up commercial offers, receiving the order, monitoring goods preparation and shipments.