Clearview National June 2015 - Issue 163 - Page 50

doors&windows Demand For Installer Support Grows »»First established in 1979, Emplas has over 30 years’ experience as window, door and conservatory suppliers with a reputation for excellence, both in product innovation and customer service. Its technical expertise and in-depth understanding of the industry means that they have become one of the most trusted independent suppliers of windows, residential doors, composite doors and conservatories in the UK. Last year, Emplas saw the launch of its Installer partnership, a scheme which gives its customers access to qualifies leads, sales and marketing support including, their own website and 24/7 online ordering. The company has since, seen the scheme continue to grow. Offered at no additional cost, the launch of the unparalleled support package represented a challenge to traditional system company and fabricator retail support models and almost certainly, underpinned its direct sector experience, gained through its own retail business T&K, which claimed the G12-Awards Installer of the Year and G14 Conservatory Installer of the Year titles. Almost a year into the retail support scheme and Emplas has reported continuing demand for membership. 50 » JUN 2015 » CL EARVI E W- UK . C O M “The response we have had from our own installers but particularly new prospects has been fantastic.” Mike Crewdson, Sales and Marketing Director, Emplas comments, “Recovery has been great in driving demand but the market remains competitive. “We have spoken to a lot of installers who haven’t received an appropriate level of support from their incumbent supplier and who have recognised that by joining us, they can gain that critical edge that sits between new business and growth, or continued pressure on margins.” At its last review, Emplas’ product quality was rated good or excellent by 98.7% of its customers compared to an industry average of 79.2%. It also scored an enviable 99.3% figure for complete and on time deliveries compared to an 84.6 per cent industry average. Its focus on customer service contributed to Emplas’ place as a finalist in the G14 Fabricator of the Year category and the winner of the Customer Service Initiative of the Year for its Customer Information Manual. This gives Emplas installer’s instant ‘jump-to’ access to everything they need to know about products and processes in a single resource. Part of a wider investment made by Emplas in digital customer service this sits alongside Emplas’ Window Designer and Door Designer as part of an online portal, delivering the flexibility to place and track orders 24/7. All of this comes in addition to direct marketing and sales support from the Emplas team. This includes own-branded tape, localised product literature and ranges, all geared towards developing its customers brands in the areas in which they work. Crewdson concluded: “We have always been conscious of the importance of getting the balance right. We give our customers online tools but they also get their own dedicated customer service manager. “We’re not offering a ‘one size fits all’ programme but a dedicated support package that is fully catered to the needs of each customer and which will support them in building and growing their brand and their brand identity, locally.” To find our more follow us on twitter #InstallerPartnership or @emplaswindows. For more information visit www.emplas. , email info@emplas. or call 01933 674880