With the market for garden rooms booming post-Covid, Euroglaze, the Barnsley based REHAU trade fabricator, has answered the call from local company MCD Home & Garden to keep them supplied with windows and doors.
MCD had previously been buying frames from a company in Germany but when they experienced supply problems towards the end of 2020 just when demand was at its peak, they turned to Euroglaze and haven’t looked back since.
Euroglaze is now MCD’s preferred supplier of PVC-U frames, supplying anthracite grey windows for the company’s range of garden rooms and summer houses on a consistent lead time and guaranteeing regular deliveries on time and in full.
As a new customer, MCD has benefited from the impressive onboarding process which Euroglaze has developed to ensure that every single company that signs up to buy from Euroglaze experiences a truly personal service.
That starts with delivery of a tailored new customer pack clearly setting out everything from delivery days and order cut off times to payment terms. Then, as soon as their first order is received, they can expect a call from one of the customer service team to ask for feedback and to identify any areas for potential improvement.
They will be given access to the Euroglaze online ordering system – either via a dongle or as a cloud-based user and guided through the clever bespoke features which sense check every order to eliminate errors and automatically recommend useful additions such as heavy-duty hinges for triple glazed frames and mechanical transoms.
And, once they do place an order, they can relax knowing that Euroglaze’s bespoke stock management system will automatically alert them to any items which are out of stock so that they can accept a new delivery date or switch to an alternative product or component. They also know that they will always receive all of the fittings and ancillaries they need for every job because these are packed under a despatch camera and bagged and labelled by job number.
The customer service team checks and tracks every job and every customer – whether they are new or not – can expect to be asked for feedback every six months to ensure that quality and service remains exactly on track.
Martin Blacksell from MCD commented on the service: “It’s a cliché to say that Euroglaze have gone above and beyond, but when I say that the guys in the factory even lent us a special tool so that we could change the glass in a frame from our previous supplier which was causing issues on site, that gives some idea of just how helpful they have been throughout
“The service is consistently reliable and unerringly accurate, and we really appreciate the care and attention shown by the customer service team, especially the regular communications which mean we always know when our order will be arriving and even the name of the driver!”