Cast Study S-4728 | Shoosmith Heating & Plumbing

The Challenge

Shoosmith Heating & Plumbing had a strong reputation for quality and care, particularly in domestic and developer work. But behind the scenes, operations lacked the structure and clarity needed to scale. There were no documented systems, few formalised processes, and strategic decisions were largely reactive.

Their goals were clear:

• Increase turnover and margins
• Build a more reliable workforce
• Streamline operations across maintenance and larger works

To support this, they needed both a clear strategy and the systems to deliver it.

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Strategy Development

We began with deep discovery work to understand Shoosmiths direction, values, and commercial goals. From there, we built a tailored business development strategy that gave them focus and helped them prioritise the right work.

Key outcomes:

• Clear short- and long-term goals set across financial, operational, and staffing areas
• Defined direction for the business and clarity around service priorities
• A strategic plan that aligned day-to-day decisions with long-term growth

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Sealed System Support

Shoosmith wanted to offer heating and plumbing solutions more confidently, but their messaging, pricing, and process weren’t aligned. We provided hands-on support to get this service structured and commercially viable.

Our work included:

• Reframing heating and plumbing solutions as a premium service offering
• Guidance on price setting and value positioning
• Support to help the team deliver consistently and communicate benefits to clients

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Proposal Creation

To win bigger work and secure more profitable developer jobs, Shoosmith needed stronger proposals. We introduced a simple, repeatable proposal template that was both professional and persuasive.

We delivered:

• A flexible proposal document branded and tailored to Shoosmith
• Clear sections covering scope, outcomes, pricing, and terms
• Copy and formatting that helped present Shoosmith as an organised, trustworthy partner

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TME Implementation (CRM)

Shoosmith didn’t have a central system to manage leads, clients, or project communications. We helped implement TME - a powerful CRM - to centralise everything and support structured growth.

TME helped Shoosmith:

• Track client relationships and project progress in one place
• Reduce admin workload through automation and templates
• Improve lead conversion with clear stages and faster follow-ups
• Gain better visibility over sales and operational performance

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SOPs, Systems & Processes

Without written processes, Shoosmith lacked consistency - making it hard to onboard staff or scale up operations. We implemented practical SOPs and helped embed new admin and project systems.

What we introduced:

• Easy-to-use SOPs for quoting, job management, and customer communication
• Guidance on using job management tools for tracking and reporting
• Documented workflows to reduce mistakes and clarify responsibility

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The Results

The changes had both immediate and lasting effects across the business.

Since implementation:

• The team runs more efficiently with less reliance on the director
• Heating and plumbing installations are now a profitable and streamlined service
• Proposals have won higher-quality, better-paying jobs
• Admin time has reduced thanks to consistent task processes
• Financial targets feel more realistic - and achievable - with the strategy in place

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Conclusion

Shoosmith didn’t need to be reinvented - they just needed structure to support what was already working.

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By introducing strategic focus, creating formal processes, and freeing up leadership capacity, we helped transform their day-to-day from reactive to intentional.

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They now operate with greater confidence, a clearer direction, and a toolkit of systems that support both growth and quality.

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Shoosmith isn’t just fixing boilers and managing projects - they’re building a business built to last.

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