Installer Support
34 | JULY 2025
Installer Support
CONTINUING THE DRIVE FOR CUSTOMER EXPERIENCE EXCELLENCE
NEW TRADE BRANCH BUILT FOR SPEED AND EASE
Home improvement specialists, Eurocell, is rolling out an exciting new branch format starting in Croydon; located at Unit 7, IO Centre, Croydon Road, Beddington CR0 4WQ.
The branch offers a wide-ranging selection of premium products, from PVC-U and aluminium windows and doors, to conservatories, composite doors, roofline systems, and outdoor solutions like decking and fencing, as well as Eurocell’ s recently launched Iconiq aluminium roof lantern.
With a 6:00am weekday start- Eurocell’ s earliest opening yet- the branch helps tradespeople to dodge the morning rush, load up, and get to their sites swiftly. Open from 6:00am to 4:30pm Monday to Friday and 8:00am to 12:00 noon on Saturdays, it provides seamless click-and-collect and delivery options to keep projects moving. The branch’ s streamlined walk-through layout is all about pace, letting customers place orders at the counter and head straight to the expanded warehouse for quick pick-up, cutting down inbranch time. With boosted racking and stock levels, Croydon ensures a vast array of product options from stock and madeto-order from cladding, guttering, and fascias, to Skypod Lantern Roofs, solid conservatory roofs, fixings, sealants, and tools.
The Croydon branch is part of Eurocell’ s network of over 210 locations that serves 40,000 trade professionals, with more next-generation branches planned. Trade professionals are encouraged to sign up for a Eurocell Trade Account for consistent pricing and credit options nationwide.
www. eurocell. co. uk / branch-finder
Following its appointment of James Hayes as its new Head of Customer Experience in September 2024, Endurance ® Doors has now increased the size of its Customer Experience team by 20 %. Endurance’ s ongoing investment into ensuring the ultimate customer experience stems from a commitment to creating further differentiation for its offer and to meeting its customers’ needs with a complete package, which includes more than simply premium quality products.
The Customer Experience team is active across every touchpoint homeowners and installer partners have with the business. It can assist with everything from order enquiries and technical advice through to after sales support. The team aims to resolve any requests within 24 hours and after being contacted just once.
As well as its day-to-day remit, the Endurance Customer Experience team is also responsible for implementing longer term improvements. This entails identifying any trends or repeat issues in customer queries before implementing positive changes to systems, processes and products to eliminate the root cause.
All of the additional colleagues recruited into the Endurance Customer Experience team have demonstrated the ability to share the business’ core values of P. R. I. D. E- standing for People, Responsible, Integrity, Deliver Results and Evolution.
Endurance has also made recent and further investments into staff training to multi-skill team members and ensure greater flexibility, enabling it to quickly pivot resources and support in line with fluctuations in customer demands.
“ Endurance attaches significant importance to delivering an exceptional customer experience because we understand its value and the genuine commercial benefits it can deliver,” says Stephen Nadin, Chief Executive Officer at the Endurance ® group.
“ By ensuring we handle requests, issues and complaints from our installers and their homeowner customers, quickly and efficiently, we ensure higher levels of satisfaction.
“ This creates a self-perpetuating sales tool in our success. It contributes to a stronger reputation which gives prospects an additional and compelling reason to choose our products and the services of our installer partners over those of our competitors.
“ As a prime example of how potent this can be, we have seen a notable increase in leads and orders thanks to our rating on Trustpilot where 87 % of almost 3000 reviews award us five-stars.”
James Hayes adds:“ The expansion of our Customer Experience function is a key milestone on our roadmap to customer experience excellence.
“ The team is actively engaged in a LEAN learning journey and we are continuing to seek out opportunities to remove inefficiency, reduce friction and create more value at every touchpoint.
“ In order to deliver world-class service that sets us apart not just in our industry but across every industry, we know we must start by making things easier for our customers.”
www. endurancedoors. co. uk