Emplas has created a dedicated six-strong estimating department, driving faster turnaround on quotes, and therefore orders, as part of a commitment to drive increased service to its customers.
The launch of a single email address for all new manual quotes at [email protected] and fax (01933 678872) also form part of Emplas’ strategy to rationalises and offer quicker turnaround on its quotation process.
John Leary, Sales and Marketing Director, said: “The changes have had no impact on our customer service team and all points of contact for technical advice or updates on in-progress orders remain exactly the same. Similarly, there’s no change for anyone ordering online through our online portal, EVA. This is an investment in our customers, further backing up the £2 million investment in our factory extension and a further £1.3 million investment this year.
He continues: “Where we have made a change is how we process ‘paper’ or email quotes. In creating a dedicated order quotation team, it allows us to move far more quickly on manual quotes, delivering a far better service to our customers who still prefer to place orders manually and installers who we don’t yet work with.”
With G-Awards Fabricator of the Year and Customer Care Initiative of the Year Awards to its name, Emplas offers industry leading customer support. This includes a single-point of contact forall ordering and any queries and technical help.
It has also invested in its online support programme, including EVA – the Emplas Virtual Assistant. The digital quotation, placement and order tracking portal, which allows existing Emplas customers to input details and request quotes 24/7, automatically applying their discounts to the quoted price.
Accessed via the manufacturer’s online portal installers can log-on from any PC, laptop, tablet or mobile phone, to access a secure quoting and order processing system – and track those orders in real-time.
Emplas reported last year that almost two-thirds of its trade customers were now opting to place orders online through EVA using its Window Designer and Door Designer platforms.
John continued: “A lot of our customers do prefer to build quotes online but we appreciate that some customers prefer to carry this out manually. In creating a dedicated quotation team, it allows us to move far faster, getting prices back to installers far quicker, so that they in turn can get back to their customers quicker to help them win business. It sounds simple but we understand it is the difference between our customers winning work or not.”
“At the same time, our dedicated Customer Services team means that they retain a single point of contact with on tap access to technical or any other support that they require from us.
“We believe this balance of online resources underpinned by support on the end of a phone from a dedicated point of contact is key.”