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.
co.uk , email info@emplas.
co.uk or call 01933 674880