About Britannia Windows

Established in 1982, Britannia Windows remains a second-generation family enterprise. The group has expanded to encompass much of the South and Southwest of England through its local business network known as Network Britannia. This model has enabled Britannia Windows to maintain its longstanding reputation for localised excellence in customer care whilst centralising business expertise across the network.

The company takes immense pride in the standing it has earned across four decades, remaining committed to leveraging modern technology to provide its clients with high-quality, innovative products that deliver genuine value.

The combination of centralised expertise and high-quality local service is important to Britannia. Connecting all of this behind the scenes sits Agilebase – a robust central back-office platform connecting all businesses, processes and data — while still allowing individual businesses and branches to work in ways that make sense for them.

Agilebase: A system that can adapt to the business

When Kimberley Mercer joined Britannia Windows, Agilebase was already established within the business. She had no coding background or formal technical training but quickly found that she could learn how the platform worked and begin managing it herself.

Today, Kimberley is the Group Customer Relationship Management Manager, and platform development is a large part of her role.

She is Britannia Windows’ in-house Agilebase system architect, (super user), building new projects, making changes, solving day-to-day issues and working with the Agilebase team when something more complex is required.

Kimberley explains,

“I’m not technically trained at all, but Agilebase was something I was able to pick up and learn. I’ve been able to become the person who manages it for the business, builds things and makes changes when we need them.”

That accessibility has become particularly valuable as Britannia has grown. Instead of having to wait for a developer or external software supplier every time the business wants to change a process, or integrate a new business once acquired, Kimberley can make many changes for the company in-house.

It also means the system can evolve alongside the business rather than forcing the business to work around the limitations of its software.

One back-office system connecting multiple businesses

Agilebase is not simply used as a CRM at Britannia. It provides a common operational platform across the group, bringing together information and processes that need to be managed centrally while allowing individual businesses to retain their own requirements.

For senior leadership, this provides a consistent view of the business and a single version of the truth. At the same time, individual branches can have their own fields, processes and information where local differences matter.

That balance is particularly important for a group that works with and supports different local businesses.

When Britannia Windows acquires or brings another business into the network, Agilebase can be adapted to support the transition. Rather than forcing a newly acquired business to immediately abandon everything it knows, Kimberley has been able to recreate familiar processes within Agilebase.

The result is a much gentler transition for staff, while giving the wider group the consistency and visibility it needs.

“We can bring another business into the system without completely changing everything they’re used to overnight. We can replicate what they were doing and then gradually improve it or improve the central work flows if a new business provides a better solution to one we already have. That makes the transition much easier for the people coming into the business,” Kimberley continues.

For Britannia Windows, that two-way flexibility supports a wider philosophy of combining local expertise with the resources and infrastructure of a larger group.

From website enquiry to fitting diary

Agilebase now supports a significant part of Britannia’s day-to-day operation.

Website enquiries can feed directly into the system, triggering processes around lead management and sales appointments. From there, Agilebase supports areas including contracts, payments and fitting diaries.

These aren’t isolated automations. They form a connected workflow that moves information through the business, reducing manual administration and helping teams see what needs to happen next.

For a manufacturing business, that connection is particularly important. Britannia Windows is not simply selling a digital product; it is manufacturing physical products that ultimately need to be delivered and installed for customers.

The back office therefore needs to connect the different stages of that journey.

Kimberley explains,

“Agilebase has fundamentally changed the way we work. So much of what happens in the background is automated now, from leads coming in through the website to appointments, contracts, payments and the fitting diary.”

A non-technical person becomes the go-to system expert

Perhaps one of the clearest demonstrations of Agilebase’s accessibility came when Kimberley went on maternity leave.

Because she had become the person who knew the system inside out, there was an obvious risk that her absence could create a dependency on one individual.

Instead, Kimberley was able to train the temporary member of staff covering her day-to-day role to use and manage Agilebase, and the business continued with minimal disruption.

That experience demonstrated something important for Britannia Windows: the knowledge required to manage and develop the platform does not have to sit exclusively with software developers or IT specialists. For a business that values reliability and consistency, that is a significant benefit.

Britannia Windows’ own approach places emphasis on quality, reliability, professionalism and care, with its manufacturing and installation processes built around consistent delivery. Agilebase gives the business similar flexibility behind the scenes: processes can be controlled and standardised where they need to be, while still being adapted as circumstances change.

Giving management a clearer view of the business

Agilebase provides management with reporting and visibility across the businesses, helping senior leaders understand what is happening across the group without losing the operational detail held by individual branches.

This is particularly valuable in a growing organisation where different businesses need some independence but the group still needs a clear overall picture, with the right controls in place.

Kimberley explains,

“The two biggest things for me are the flexibility to make changes and integrate things, and the visibility and consistency it gives management. We can get the information we need and report on it properly, which helps people make decisions, and everyone across the board is happy.”

Support when the business needs it

Although Kimberley can manage much of Agilebase herself, she is not left to solve everything alone. When she encounters something more complex, she can work directly with the Agilebase team, and particularly values being able to speak to a real person who understands the system and the business requirement, rather than relying solely on automated support.

That relationship means Britannia Windows can keep developing its own capability while still having expert support available when it needs it.

Kimberley explains,

“I really like the fact that I can email Agilebase support and speak to a person who understands what we’re trying to achieve, and already knows our business. Sometimes you need to explain the business requirement rather than just describe a technical problem, and having that ongoing relationship makes a big difference.”

A back-office system that keeps Britannia Windows moving

For Britannia Windows, Agilebase has become far more than a CRM. It is a core part of the infrastructure that underpins the organisation — connecting customer information, sales, administration, contracts, payments, scheduling, reporting and the operational requirements of multiple businesses.

Crucially, Britannia doesn’t need a technical team to manage or develop it. A non-technical member of staff has become the in-house expert, building projects, managing changes, training colleagues and supporting the system through periods of change. The business can therefore continue to develop and improve a system that is central to its operation, without becoming dependent on external developers.

Kimberley concludes:

“The combination of a robust system at the heart of our business and the ability to manage it internally has become particularly valuable as Britannia Windows has grown and its operational requirements have evolved. Agilebase provides the consistency and structure needed to support a complex organisation, while remaining flexible enough to change as the business changes.”

About Agilebase

Agilebase is a no‑code platform that enables organisations to build bespoke operational systems around how they actually work — not the other way around. Designed to scale and evolve, Agilebase provides the robust foundations that complex, ambitious organisations need to operate with confidence.

Interviewed conducted August 2026