Load Monitoring Systems (LMS) picked up the Customer First award at this year's Northern Star Business Awards, and were presented by the title sponsor ANM Group.
Launched in 2016, Load Monitoring Systems (LMS) specialises in the design, manufacture, sale, rental, repair and calibration of intelligent lifting equipment and load monitoring products, supporting customers across a range of industries including oil and gas, decommissioning and renewables.
The firm’s range of products and services includes load cells, winch monitoring, air skates, digital pad eye systems, data logging and crane safety instrumentation.
In 2021/22, the DNV-GL triple accredited company achieved a tremendous 21% increase in turnover and a 26% increase in profitability.
In 2023, LMS was named as a recipient of a King’s Award for Enterprise in the field of International Trade. The accolade prompted a root and branch review of processes and procedures which have seen a stratospheric raising of the bar when it comes to customer services.
Internally, LMS incorporated a “lessons learned” process so that anything that goes wrong is raised so corrective action can be taken. The LMS mantra is to fix the problem first then investigate later.
These carefully crafted processes also highlight when a new customer comes on board. All feedback is kept after the sales team have telephoned each and every new customer, and the source of all new enquiries is carefully analysed to identify both strengths and areas for improvement.
Putting the customer squarely at the front and centre of all operations has paid dividends.
The LMS business value and volume has continued to increase over the past 12 months with sales quotes increasing by 25%. Meanwhile, sales revenues have jumped by 52% and new customer accounts have increased by 37%. During the past year, the monthly average for new customers has increased by 28%.
The Finalists
The other finalists in the category were:
- Bancon Homes
- Goldstar Cleaning Services
- IT Hotdesk
- Specsavers Healthcare Aberdeen
Click here to view the finalists video.
About the sponsor
Established in 1872, ANM Group is one of the largest and most progressive producer-owned farming, food and finance businesses in Scotland and ranked in the top 25 of UK co-operatives