Removals & logistics6-month commercial strategy + CRM rollout
How a regional removals firm doubled van utilisation in 6 months
A North-of-England removals firm was turning down jobs because crews were poorly scheduled and quote turnaround was three days. We rebuilt the quote → schedule → invoice flow on a fit-for-purpose CRM and changed how jobs were booked.
The challenge
The business had grown organically to three vans and a small office team. Quotes lived in email threads, jobs were tracked on whiteboards, and the same crew was double-booked twice in one month. Inbound enquiries dropped off when prospects waited 48-72 hours for a price.
Our approach
- Mapped the existing quote-to-completion journey end-to-end with the founder and the lead coordinator — found four handoff points where work fell through.
- Specified a lightweight CRM stack (HubSpot Starter + a custom quote tool) sized for a 5-10 van operation, not enterprise.
- Built a same-day quote template the office team could send in under 15 minutes from initial enquiry.
- Rolled out a shared dispatch view so dual-bookings became visually obvious before they were committed.
- Trained the team over two on-site days and a follow-up review at month one and month three.
Results
- Quote turnaround dropped from 48-72 hours to under 4 hours on 90% of enquiries.
- Van utilisation rose from 51% to 96% of available slots in the busy season.
- Conversion of quote → booked job rose from ~22% to 38% (faster quotes win).
- Hired two additional drivers and added a fourth van within the engagement period.
"They didn't try to sell us enterprise software. They watched how we actually worked, fixed the bottleneck, and left us with something we could run."
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