We put our heart & soul into giving you great service!

February 09th 2021| 0 Comments

We put our heart & soul into giving you great service!

And we're not saying that just because it's Valentine’s Day soon! Every day of every working week, we’re committed to keeping our customers happy.

We’ll admit, like any business adapting to the post-COVID norm, the complications caused by the pandemic have tested our resourcefulness and resilience at times, but despite the challenges, we still consistently…

 •  Answer over 95% of calls in 10 seconds or less
 •  Respond to all enquiries the same working day
 •  Deliver 93.2% of order lines On Time & In Full last month
 •  Get things right first time with an input accuracy of over 99%
 •  Go the extra mile to get you critical quantities or best-fit alternatives
 •  Keep you in the loop with automated email updates on every order you place.

Here’s how we do it…

Answer over 95% of calls in 10 seconds or less

Three lockdowns in, we’ve learnt well how to adapt what we do and channel our resources where they’re needed most. So, while our area sales managers are temporarily grounded because of the pandemic, they’ve been helping to double the size of our sales office team instead. This gives customers an army of experts to call on, ready with a fast, informed response to queries, plus it provides a proven, reliable and established point of contact during these uncertain times.

Respond to all enquiries the same working day

No matter where our teams are, whether it’s in the office or working from home, they’re still answering calls swiftly and responding to all enquiries the same business day. That dedication has continued, no matter what’s been thrown our way. So, whether you need a routing prep or a technical spec, a stock check or a custom quote, you’ll get the answers you want with the minimum wait.

Deliver 93.2% of order lines On Time & In Full last month

We’ve been pulling out all the stops to maintain a reliable hardware supply for our customers despite ongoing COVID-related supply issues, so our customers are still able to get their products out the door on time. The investment we made two summers ago on new scanners and upgrading our warehouse management system has really paid dividends and supported our amazing warehouse team while they work like lightening to meet the current increase in demand. In fact, January sales were up 18% on last year! That makes our most recent OTIF score even more impressive, because in January, over 93% of order lines reached our customers the next working day.

Get things right first time with an input accuracy of over 99%

We pay serious attention to getting things right first time and driving down errors. This is great for our customers, not least because it means they always get exactly the hardware they ordered, but fewer mistakes also help to minimise our cost to serve and keep prices in check. Consequently, we’re all sticklers for detail. That means we double-check order inputs and picks and stay extra vigilant to eliminate errors early on in the order process, saving everybody time, money and frustration in the long run.

Go the extra mile to get you critical quantities or best-fit alternatives

The strong relationships we have with our brand partners have always been a great asset for our business, but through 2020, they’ve proved invaluable. They’ve enabled us to work closely together to secure essential stock for our customers in the face of global supply disruptions caused by the pandemic – spurred on by the belief that our fabricators and installers should be able to continue operating no matter what. And even if we can’t always deliver a customer’s first choice of hardware, our 5000-strong product range, large stock holding, and longstanding expertise all mean we can usually find a suitable substitute solution to ably meet their specifications and keep their businesses moving.

Keep you in the loop with automated email updates on every order you place

We’ve put a series of automated systems and processes in place which ensure our customers know the status of every order they place. From order confirmations, back order notifications and delivery updates, regular and timely correspondence keep the communication flowing and set clear expectations to avoid disappointment or confusion. If an item is out of stock or a delivery gets delayed, the customer is the first to know. In these instances, we’ll work with them and do everything in our power to put contingencies in place that prevent possible disruption to their business.

After over 30 years in the business and three decades of listening to customers and honing our craft, we’d like to think our service is second to none. Nonetheless, we’re still listening and still learning to make sure we’re giving our customers everything they need in these constantly changing times. So, if you’ve got some suggestions or feedback you’d like to share with us that might improve our offering, please email [email protected] or call 01234 242724.

We’d be delighted to hear from you.