Adam Leah
Founder and Director, Direct Heating Group, The UK’s leading multi-channel retailer and supplier of stoves, fires, and fireplaces.
Where did customer service or operational pressure start to show as the business grew?
As the business expanded, customer enquiries and operational tasks increased significantly. During busy periods in particular, workload began to build up, creating pressure on the internal team. It became more challenging to maintain response times, ensure consistent coverage, and stay ahead of day-to-day demands.
What difference has the Optimise support made day to day?
Having dedicated support through Optimise has provided reliable day-to-day coverage and clear ownership of key tasks. This has eased pressure on the core team, improved operational consistency, and freed up internal time to focus on higher-priority initiatives and strategic work.
Looking back, how does this feel different now?
The operation now feels far more stable and under control. Workload is more predictable, pressure on the internal team has reduced, and there’s greater confidence in maintaining service levels as the business continues to grow. There’s a stronger sense of structure and resilience in the day-to-day running of the operation.
Direct Heating Group, UK multi channel retailer of stoves, fires and fireplaces
