Clearview National October 2018 - Issue 203 | Page 70

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 .
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