HARDWAREEXTRA
NEW TECHNOLOGY DELIVERS – WITH A HUMAN TOUCH
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SIMON MONKS, VBH( GB) Managing Director, looks at how the window and door industry can embrace new technology to improve customer service …
Customer service is changing. Expectations have risen across the board: customers want fast delivery( and the definition of fast has dramatically changed over recent years), accuracy( what we ordered, when we want it) and extended hours so they can order at their leisure. A swift response to any queries, issues or complaints is also vital. New technology has changed the landscape for service and support. This looks set to continue with voicerecognition systems such as Alexa, Siri and Google Assistant.
But we can’ t( yet) do everything via technology – the most successful systems are those that also offer a human touch. For example, in the window industry, Siri is unlikely to know the differences between a surface-fix and a concealed hinge tilt and turn system.
Fabricators and installers are looking for quality products, good choice, and reliable supply and delivery. On the occasions where things don’ t go quite right, they want the assurance that customer service and support will resolve any issues.
At VBH, we take the best elements of new technology and also offer the personal support our customers need. We’ ve introduced several new initiatives to help them order and sell efficiently, and with confidence.
Our VBH24 Webshop has recently been updated with a new Product Configurator, designed to help users generate complicated hardware specifications for products such as the afore-mentioned tilt-and-turn windows, bi-folding doors, the Invisifold system, stable doors, lift / slide and tilt / slide patio doors. It covers greenteQ, Maco, Roto, Siegenia, Yale and GU products across PVC-U, aluminium and timber fabrication. Specs are kept fully up to date by the Technical Team when manufacturers advise of a change, and for users, it’ s as straightforward as answering a few questions to generate the required hardware. This can then be exported straight into a shopping basket, a real time-saver, and sent to VBH as an order. It only takes a few seconds to pull up a specification and order it, 24 / 7. Stock levels and prices can be checked on VBH24,‘ Favourites Lists’ can be set up, and customers can view their dedicated Sales and Customer Service contacts, download catalogues and literature, select delivery options and view past invoices. Since we launched the new configurator, we’ ve seen the highest ever sales via the VBH24 Webshop, increasing month-on-month over June, July and August – with a 58 % increase from August 2017.
Our customers can order what they want, when they want it, quickly and easily. However, if they need help on more complex specifications, or just want to speak to a person, our in-house Technical and Customer Services Teams are available by phone or email, Monday to Friday.
Of course, service and support aren’ t just about ordering – it’ s about using a supplier you can rely on, in terms of the product and the delivery. Our OTIF rate for August, for example, was 97.3 %- and we’ re so confident in the quality of the hardware we supply we created the best multi-brand guarantee there is. Our Q-secure guarantee means installers can convey that confidence to homeowners.
Simon Monks
NO‘ SMALL PRINT’
The Q-secure guarantee is unique, and we think it’ s the strongest, most comprehensive guarantee available. It covers all the hardware on windows, residential doors and folding patio doors, giving homeowners complete peace of mind for security. It’ s a great selling tool for installers – it offers simplicity, with one guarantee for the full range of suited products instead of individual manufacturer guarantees.
In addition to the greenteQ range, Q-secure covers Hoppe, Maco, Roto, Securistyle, Siegenia and Yale products that have all been included in our PAS24 test programme at BSI, which was carried out on a variety of profiles. Q-secure also helps installers maintain regular contact with homeowners, as a condition of the guarantee is regular maintenance of products – building relationships and increasing the chance to upsell. If there’ s a break-in due to hardware failure, we’ ll pay out up to £ 3,250 to the homeowner. There’ s no small print, or ridiculous caveats to exclude real life use of products, and it’ s free for fabricators and installers to sign up.
Thinking of updating the way you order hardware? Call today on 01634 263263 or email sales @ vbhgb. com and our Customer Services team will be in touch.
70 » OCT 2018 » CLEARVIEW-UK. COM