QS Newsletter Issue 46

After the sudden passing of Richard Banister, Nicole Banister assumed leadership of the family’smilitary spares business, which had grown froma side venture into a significant operation based largely on Richard’s personal knowledge and relationships. The company had no website, inventory system, or customer relationship management (CRM), with most transactions handled via an old Nokia mobile phone. Recognising the need for digital modernisation, Nicole brought in her daughter Katie and partnered with digital transformation specialists Quiet Storm. The objective was to build a self- sustaining digital presence capable of managing inventory, handling enquiries, and integrating CRM functionality and linking to XERO Accounting software. Quiet Storm proposed using their VISION247 CRM platform, alongside a bespoke inventory management solution to address the complex referencing system used for military parts. VISION247 was deployed to manage the sales pipeline, customer enquiries, and marketing efforts, with integrated MailChimp functionality for targeted communications. The system also supports mobile access, enabling remote management of operations, provided warehouse staff are available to handle physical dispatching. Nearly two decades later, they remain the market leader, combining expertise, technology and customer-first service to deliver what few others can. “March 2017 Quiet Storm launched our first website as we needed a more technical ecommerce solution which was beyond the capabilities of our incumbent providers. The new ‘refreshed website’ could take multiple formats of prescription and created a backend systemwhich managed orders and customer details. It made howwe took orders smarter. It was mobile friendly, and embedded the process of howwe worked – optimising our workflow. The new refresh has made the site fully responsive to the users’ device and enabled us to modernise the look. More importantly it’s incorporated the latest payment gateways (Apple Pay, Google Pay, WorldPay and PayPal) so that customers choose their preferred solution for faster, hassle free payments.” Philip BathamBSc(Hons) MBCO Managing Director, Reglaze Glasses Direct, Award-Winning Customer Excellence In 2025, Reglaze Glasses Direct achieved something remarkable: the Feefo Platinum Trusted Service Award – for the 10th consecutive year. Earning consistent recognition at this level is no small feat. It reflects thousands of happy customers who trust them with something as personal and essential as their vision. What sets Reglaze Glasses Direct apart in a crowded market The online eyewear space is far more crowded today than it was in 2007. But Reglaze Glasses Direct continues to lead for one simple reason: they are run by qualified opticians. This expertise means every order is handled with precision and care, something that can’t be guaranteed by purely commercial operators. Pair that with the fastest turnaround service online for UK customers, and you have a business model that blends speed with professional quality. Better still, their services are not limited to the UK – they can reglaze glasses for customers worldwide, extending their trusted expertise across borders. When it comes to innovation in the optical industry, Reglaze Glasses Direct has set the standard. Back in 2007 – long before online eyewear services became mainstream – they were the first company in the UK to pioneer ecommerce reglazing of glasses. For many entrepreneurs, selling a business is a key goal, but it can be surprisingly difficult if the company’s success is too dependent on the owner. When you are the “face” of the brand, driving sales and holding all the key client relationships, buyers see a significant risk. They worry whether the business can truly run independently and if key clients will remain loyal after your departure. This dependency can severely impact the company’s valuation, leading to lower offers or even the collapse of a deal. Quiet Storm helps to build an exit strategy well in advance by transforming your business from a ‘you’ centric model to a sustainable, independent entity. Digitally innovating operations to create robust, documented processes, optimising sales and marketing, and establishing systems that ensure customer retention is a consistent process. The challenges of selling a business that relies on you Digitising a legacy business for the digital age Reglaze Glasses Direct Refresh: Pioneering online eyewear services since 2007 Helping owners transition their business so buyers find it more attractive