Clearview National April 2020 - Issue 221 | Page 64

HARDWAREEXTRA ERA’S RESOLUTION TEAM WORKS HARD FOR CUSTOMERS » FOR ERA, THE UK’S Conservatory Outlet Benefits from Range of ERA Support Services » ERA, THE SECURITY expert, is well known for its high quality hardware products. But supplying customers with products at the right price is just one part of what the company does. A major element of ERA’s day-to-day operation is the back-up service it provides to its customers. An interesting example of this is the way in which the company supports Conservatory Outlet, the national manufacturer and supplier of high quality home renovation solutions. Conservatory Outlet’s Head of Marketing, Karen Clough, explains: “Product testing is a big part of the service we receive from ERA. When we introduced ERA’s Extreme shootbolt locking system on our windows, for example, and more recently ERA’s SUREFIRE multi-point lock for our solid core composite doors, it was vital we were able to tell customers what performance levels they could expect. ERA’s UCAS accredited test centre was able to give us all the information we needed and has played a central role in our customer communications. The company’s technical team is second to none. “We especially like the fact that ERA’s Extreme shootbolt locking system offers us up to three versions of high quality window security. Whilst the standard Extreme benefits from a combination of mushroom cams and shootbolts, we have the choice to increase window security further by simply altering the Extreme’s centre gearbox. Upgrading to either a centre deadbolt or a combination of cams and centre deadbolt provides additional security features and enables us to provide that choice to customers, allowing us to upsell with increased locking points. “With ERA’s SUREFIRE multi-point lock we’re able to offer a door lock that is secure and simple to use and easy to fit. We and our customers really like the fact that with this lock you can simply close the door to engage the trigger and turn a key to deadlock. The versatility of SUREFIRE coupled with the flexibility to have a different gearbox position depending on the style of the door gives our customers maximum security and effortless door operation. “We have enjoyed a long- standing relationship with ERA. For the past fourteen years the company has supplied us with its Fab&Fix range of hardware, and our Account Manager, Lisa Lund, has strived to ensure that we are constantly at the forefront of product innovation. The relationship is helping us to remain highly competitive in a crowded market, that is for sure.” www.eraeverywhere.com 64 » A PR 2020 » CL EARVI E W- UK . C O M leading home security specialist, it’s not just the product that’s important, it’s also the aftercare provided to its valuable customers that helps to set it apart from its competitors. “We really care,” said Gaynor Norman, Resolutions Team Leader. “Of course, we want to deliver first-class products, but we absolutely believe in providing the kind of service that all our customers can rely on should they have an issue – that’s where ERA’s Resolution Team comes in. Our team name says it all – we strive to resolve any issues no matter how small – from a simple delivery query to a more complex technical issue.” contact them directly as soon as possible. We aim to offer straight-forward advice and reassurance.” EXTRA HELP ON SITE “Occasionally we find that a customer needs additional support on site, perhaps with fitting a new product for the first time. In this instance, we will send one of our engineers who will be able to guide our customer and resolve the issue.” A TEAM YOU CAN TRUST HELP 24 HOURS A DAY, 7 DAYS A WEEK Gaynor said, “We’re professional and swift in our response, but approachable and human too. Our customers truly matter to us and we’re proud to offer the support of our Resolutions Team.” “Our customers, including locksmiths or any other tradespeople fitting our products, as well as homeowners, can reach our friendly team during the hours of 8.30am til 5.00pm on 01922 490050. Out of hours, customers can contact the ERA Help email address [email protected] and we will pick up the message and For further information on ERA’s Resolution Team or wide range of security products, including its innovative smart home security suite, visit www. eraeverywhere.com or contact the sales team on 01922 490 000 or by emailing info@ eraeverywhere.com