We talked to Katy Thompson, MD Venues at CH&CO, to learn more about how they're using Clientshare to help in their focus on building outstanding client relationships.

Proactive client engagement

CH&CO is an independent hospitality caterer who proudly delivers a more thoughtful and mindful approach to the food experiences they supply to their customers in over 750 locations across the UK & Ireland. From cafes, restaurants, and fine dining in workplaces, to great coffee, cake and experiential events in 30 of London’s most iconic destinations. CH&CO are a dedicated group of chefs, nutritionists, and people pleasers with a shared passion for food that fuels emotional positivity as well as physical wellbeing.

Problem

Everyday, CH&CO feeds countless numbers of people at businesses of all sizes. Rapid growth and acquisitions expanded their customer books. To maintain market leadership and to continue to grow revenue, CH&CO needed to more consistently align to all their clients. Their client communications had become more one directional, and it was increasingly challenging to keep their customers informed of their commitments, achievements and successes.

Compounding the situation was the tendency to focus most of their attention on a handful of accounts; the others deserved more attention than they were receiving. All putting future revenue at risk. CH&CO also realised their interactions within some accounts were limited and the wider stakeholder community were unaware of their activities. Further, staff changes at some of their clients resulted in yet more communication gaps. CH&CO works hard at exceeding their customer’s expectations. At the ground level their efforts and results were recognised and appreciated. However, the broader stakeholder group were largely unaware of the extra mile(s) that CH&CO had gone.

Solution

Clientshare is now deployed across CH&CO’s venue accounts. The platform enables them to share management information with their clients in a timely fashion and across all their accounts.

Using Clientshare’s Business Review feature important functions are now tracked, logged, and actioned easily and effectively.

Deeper client communications were made straightforward with the Clientshare Community feature. The Achievement and Innovation Log helps CH&CO demonstrate their successes such as launching of their new events brand and offering. All accounts are now receiving consistent attention by establishing a set of standard tasks.

Results

Since deploying Clientshare in 2019 the platform has played a large part in helping to improve CH&CO’s retention rate in a highly competitive market. Clientshare has continued to help CH&CO’s continued growth and aided their entry to the Sunday Times Top Track 250 league table. During COVID-19 pandemic all of their venues were shut. Clientshare provided a digital approach to stay in contact with all of their key stakeholders. Each venue was updated on CH&CO’s plans to support reopening. Something no other platform they use could do.

About CH&CO

Food has the power to make people feel good, and that goes beyond what’s on the plate. Great food experiences lift the spirit, bring people together and fuel emotional positivity and physical wellbeing.

This is CH&CO's motivation across their areas of expertise, which includes event catering, workplace cafés and restaurants, corporate fine dining and hospitality, visitor attraction catering, pupil and staff feeding at: state and independent schools, university cafés and restaurants, hospital staff and visitor restaurants, hospices, livery Hall catering, venue sales, event management and production, reception and concierge service. They are also committed to operating in a responsible and sustainable way and they proudly hold the top-level three-star ‘Food Made Good’ rating from the Sustainable Restaurant Association.

CH&CO holds a Royal Warrant for catering services to HM The Queen.

Learn more about CH&CO