DOORS & WINDOWS
Customer commitment with Seal of Approval
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IN JUST A FEW YEARS , fenestration has come a long , long way . Advances in manufacturing technology and increasingly discerning consumer tastes have made well-designed , high-quality products more widely available than ever . That ’ s been fantastic for end-users – but it also means it now takes a lot more than just a great product range to make an exceptional , industry-leading fabricator .
VALUE-ADDED SERVICE
As a result , we ’ ve seen major firms shifting focus , funnelling resources and investment into other areas to try and help them stand out from the crowd . As competition at the sharp end increases and consumers demand more value for money , installers are turning to their suppliers for support – and some are rising to the challenge , offering an array of value-added services to earn the loyalty of existing trade customers , and secure all-important new and referral business .
One company that has not just tried but thrived on the back of that customer-focused approach is Wellingboroughbased fabricator Astraseal – a firm that ’ s long distinguished itself from its competition with an uncompromising commitment to quality products and exceptional customer service .
Astraseal has gradually developed its industry-leading package of value-added services over a number of years – going the extra mile on everything from quality assurance to product pricing . Now , the fabricator is going even further - enshrining that commitment with a customer support initiative it ’ s calling the AstraSEAL of Approval .
“ We started with the concept that to receive the AstraSEAL of Approval – to meet our uncompromising standards , in other words – a product has to be 100 % quality checked ,” explains Astraseal Marketing Manager , Zac Nedimovic . “ Over time , the idea naturally evolved , broadening to become a way of highlighting and promoting the huge range of value-added services we offer our customers .”
PUSHING THE BOUNDARIES
Over the last ten years , in particular , Astraseal has constantly pushed the boundaries of conventional customer support , delivering an outstanding level of service that ’ s virtually unheard of elsewhere in the industry . The company uses CAD-drawing software to show clients that their orders will be produced exactly to the right measurements . As part of its flagship conservatories package , Astraseal goes even further , constructing every conservatory roof order in-house before dispatch , to ensure the finished product will perfectly fit together , and will arrive fault-free and ready to install .
Astraseal has started offering online ordering , using software from industry specialists to allow customers to make purchases , get instant quotes , and check the status of live orders in real time , any time of the day or night . The software feeds into another recent technological investment – barcode-tracking . The barcode system gives Astraseal management an invaluable strategic overview of the factory , giving them total control of production in real time . It ’ s also used to scan products when they are loaded on and off vehicles , preventing items from getting lost , being missed off deliveries or being sent to the wrong place .
COMMITTED TO CUSTOMERS
The AstraSEAL of approval initiative also comprises services like fast-track remakes – seeing the fabricator pledge to get replacement products , where possible , to installer customers within 24 hours if their original purchase gets damaged on site , allowing them to complete the installation job in the original timeframe – and on-site surveying , which sees Astraseal ’ s team of in-house surveyors dispatched to help trade customers prepare for projects .
“ The AstraSEAL of approval initiative , and the years of customer-focused investment that came before it , have all stemmed from the recognition that our customers ’ reputations and livelihoods depend on the products and services we provide them ,” Zac commented . “ The Seal is our commitment to doing the absolute utmost for our clients – going above and beyond the call of duty for them and their businesses . But we ’ re not complacent – every single day we ’ re looking for new ways to go even further to improve the quality of the service we offer and make dealing with Astraseal as convenient as possible .”
www . astraseal . co . uk
40 » AUG 2016 » CLEARVIEW-UK . COM