In its 40th year, REHAU’s longest running fabricator Euroglaze in Barnsley is continuing to set the agenda when it comes to developing innovative IT solutions.
Far from looking back at its successful past, Euroglaze is firmly focused on the future, introducing bespoke new software which enables it to manage stock, despatch and deliveries more efficiently than ever.
Now, when trade customers place an order, Euroglaze’s customer service team can instantly check stock availability of every item in that order and, if there are any shortages from third party suppliers, immediately suggest an appropriate substitution. Similarly, if any part of any order is missing or damaged for any reason, that is being flagged automatically before despatch and the customer notified straightaway.
Added to Euroglaze’s existing software system which scans every item being delivered as it is loaded onto vehicles and then again as it is being unloaded at a customer’s premises to eliminate errors, it means that, for Euroglaze customers, shortages and incomplete deliveries are very definitely now a thing of the past.
Long standing trade customers such as DTU Windows in Poole, Dorset are delighted with Euroglaze’s ongoing commitment to continuous improvement. DTU Director Correne Denham commented: “We have been buying from Euroglaze for more than 10 years and during that time they have always been focused on improving efficiency, but always with the requirements of us as the customer in mind, and never at the expense of friendly and accessible service.
“For instance, their online ordering system is set up for us to default to the products we order most often which makes ordering and quoting really easy, and our deliveries arrive like clockwork on time and in full. At the same, we know that we can just call our delivery driver any time we like for instant updates and we can talk directly to the experienced team in the customer service department to get an immediate response to any query.
“Euroglaze has always prided itself on providing a personal service and the team have shown time and time again over the years a willingness to go above and beyond what we would expect to help us out of any difficult situations.
“We toured the factory ourselves a couple of months ago and were really impressed by all the new IT initiatives designed to make their processes more efficient and eliminate shortages before they ever become a problem for us, but what we also liked was the fact that they obviously wanted to hear from us about what additional improvements we felt would make a positive difference to our business.
“We respect each other completely and have developed a partnership based on mutual trust. Euroglaze’s ethos as a family business is very similar to our own. As both a trade and retail supplier, our main focus is customer care and we pride ourselves on doing all we can to keep our customers happy.”
Euroglaze’s Managing Director Martin Nettleton is keen to stress that Euroglaze’s ongoing investments in IT are directed at improving the customer experience. He points out: “We focus our investments on areas which will really make a difference to our customers such as deliveries and despatch.
“We know that our IT capability puts us on a par with much larger fabricators, but we never lose sight of the fact that it is our friendly customer service and personalised approach which really sets us apart.”
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