Emplas has created three new customer support office roles and specialist support teams as part of a commitment to further increase its customer service.
The new structure means that while Emplas customers will retain a single point of contact for all ordering and any queries and technical help, new flexibility across the Customer Support Office means that other team members can pick up the enquiry if their main contact is unavailable.
Mike Crewdson, Sales and Marketing Director, Emplas, explained: “Customers retain a single point of contact but all the team members can process quotes and orders and resolve issues. It means that collectively, we’re able to offer a more flexible and speedy support package to our installer customers.”
The new set-up also includes technical support and conservatory support teams who are able to offer specialist advice and support.
The changes follow significant investment by the Wellingborough-based trade fabricator its new online ordering system.
This gives Emplas customers instant access to an online quoting and ordering portal which allows them to input a specification, choose glass, hardware and furniture and then automatically applies their discounts, to provide an instant quote and ordering system.
Crewdson added: “There are a lot of fabricators out there and a lot of products to choose from. If you stop and ask where does the difference come in its got to be in product quality, reliability and service.
“We believe we offer all three and while we’re using new technologies to be more flexible in the level of customer service we provide, we’re not losing sight of the fact that ours is still, very much, a people industry.”