News
Read online at www . proinstaller . co . uk
FEBRUARY 2025 | 21
News
CONTINUAL IMPROVEMENTS , ENHANCING CUSTOMER EXPERIENCE
Left to right : Rob Taylor - Operations Director , Phil Rotheram – Group Commercial Director , Steve Kendrick – Director , Chris Armes – Design & Technical Director , Oliver Lake – Finance Director
Making it easy and Winning Together are phrases commonly used by the team at Alunet Systems . Knowing a great supplier when you experience one is a key driver of their people . This behind-thescenes passion and energy provides Alunet customers with valued competitive advantage in their local markets . This winning together mentality is underpinned by the refocused culture of continuous improvement in everything Alunet do .
During quarter 4 of 2024 , the management team turned their focus to three major areas of process that could directly impact their fabricators experience when partnering with Alunet Systems .
Phil Rotheram , Group Commercial Director explains “ We are always seeking ways to continually enhance our products , people , service and after-care to help fabricators prosper and grow , the wider team have reviewed , assessed and have improved a number of core areas .”
Rob Taylor , Operations Director was project lead during these process improvements . Rob said , “ Over the past year and specifically the last three to six months our team have reinvigorated how we serve our partner fabricators . We have implemented many process improvements behind the scenes with each enhancement always focussing on achieving the overall aim of our business which is to become a service leader in a market where doing what you say you will , with honesty and transparency is so vital in underpinning what we offer , and most importantly , exceeding what our partners expect .”
Phil continues , “ As a business we always pride ourselves on the service and quality we provide . Unrivalled Customer Service and although we understand that issues may arise occasionally , we set ourselves high standards on our speed of resolution and the high level of service that we provide to our customers , achieving consistently an impressive 99.7 % delivery accuracy .”
Rob adds , “ We have tightened up on our warranty process to set clear guidelines for the control of warranty claims . Making the process easy in terms of what is acceptable and what would be rejected , while ensuring issues are correctly recorded through process with photographic or video evidence . Clear & Transparent Warranties . The aim of these improvements is to use this information to improve our own internal processes and to swiftly identify negative impacts to services . Continuous improvements are actioned swiftly ensuring that our time is rightly spent resolving legitimate claims speedily and effectively without time draining and service sapping red tape .”
Phil summarises , “ All claims are now handled by a team of highly experienced customer centred people who ensure that any issues are resolved in a timely manner , reducing any inconvenience to their customer . All successful claims are followed up by a member of this team to ensure that fabricating partners are happy with the resolution before closing any ticket . In doing this , the customer is central to the process and is always involved and communicated too . Customer feedback has been excellent , with the changes providing structure and pace to a process that can often be ignored by other systems houses .”
Rob concludes “ We have worked tirelessly to further enhance and improve the quality of finished metal . We want our product to reach our fabricators in an “ as manufactured ” state , right off the end of the extruder and straight into fabrication .”
As a result of Alunet ’ s collaborative and informed feedback , they now utilise both spiral wrap and bubble wrap , sustainably sourced and produced from recycled material to secure all packs of profile in transit . They have also improved the taping on profiles to offer better protection .
Protection is not the only area of improvement ; Alunet have standardised the use of depth readers on all profile produced . This is an additional quality control to ensure the right specification of material reaches their partners , minimising product defaults and returns .
Finally , they are rolling through a bar-coding and revised labelling process to identify production and packaged product . Not only does this help with traceability it has significantly improved the time taken
to pick , pack , ship and unload product . Time is money and where possible Alunet are living continuous improvement in everything they do as they firmly believe it is better than delayed perfection .
The mission is clear , Alunet make it happen for their customer . Doing what they say they will is simple and effective . Making it easy and Winning Together takes this to the next level . Whatever their fabricators ’ expectation , need , or query , Alunet are positioning themselves to ensure that they have the right person , the right skill and importantly the right level of passion and response locally to ensure their customers have what they expect , when they want it .
For further information contact the Alunet Systems highly experienced and friendly sales team at ; info @ alunetsystems . co . uk , 01924 350 110 or visit www . alunetsystems . co . uk