April/May 2021

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Customer Service HARDWARE & ACCESSORIES 'THE BEST HARDWARE CHOICE' With plenty of hardware providers out there, it’s never been more difficult, or important, for fabricators to choose the right one to support their business says Sam Nuckey, managing director of hardware specialist Window Ware... There was a time when offering good products at decent prices was enough to set a company apart from the competition, but not anymore. These days, customers are much more discerning. They want the ‘full’ package. That means their supplier must deliver not just on the products and price, but on service, reliability, quality and flexibility too. At Window Ware, our ‘every customer counts’ approach keeps us totally trained on the needs of the market and ensures we’re a front runner in the race to be the hardware provider of choice. In safe hands Despite a hugely challenging 12 months for the industry, we’ve worked hard to keep the hardware coming for our customers so they’re able to get finished product out the door. In fact, we’ve just recorded our highest line OTIF since lockdown 1.0 of 94.7% – exactly the kind of dependability of supply fabricators and installers need during the current home improvement boom! Our valued brand partners and ace purchasing and warehouse teams have beaten the odds to meet and fulfil the influx of new orders promptly, as well as progressively clear backorders fast as stock becomes available in the supply chain. In some instances, our goods-in/goods out turnaround was so fast that critical stock was arriving and leaving the warehouse within just a few hours. We also strive to provide the best possible level of service for our customers, with our average call pick-up times now just four seconds and customer satisfaction at an all-time high “We pride ourselves on knowing the individual needs of each customer” demonstrated by a happiness factor in February of 96.6%. We’ve made sure that our personal, customerfocussed approach begins from the moment a new account is set-up, thanks to a new and improved welcome process that helps new customers quickly get acquainted and comfortable with our products and services, as well as providing consistent contact, even during our busiest times, whilst maintaining the renowned service that our existing customers expect and are used to. We pride ourselves on knowing and understanding the individual needs of each customer, and by maintaining a close relationship with them we can make sure we’re always on the same wavelength and meeting their needs time and time again. Continuous investment As a multi-brand distributor, we can offer fabricators an extensive choice of specialist products from industry-leading brands all brought together conveniently in one place. Our strong relationships with most of the leading hardware brands means we can secure essential bulk stock for our customers even in the face of global supply disruptions. What’s more, because we don’t have all our supply chain eggs in one basket, we often have multiple hardware solutions capable of meeting specifications if orders can’t wait. We are continuing to invest in our stock. In “We can offer fabricators an extensive choice of products in one place” fact, this month, we’ll have over £3million worth of products on the shelf and ready to ship. It’s important that we are at the front of the queue for our customers. For that, we have needed to make bold decisions and work closely with our supply partners to increase the size of our inventory and make sure our warehouse shelves are fully stocked to meet demand. Looking ahead All these investments in stock, time and resources combined with the amazing efforts of our teams have resulted in an outstanding start to 2021. January and February both turned out to be record sales months. We plan to keep our stock levels high and carry on providing the best possible service. We are within touching distance of reaching our pre- Covid delivery service levels but even when we hit our +97% average OTIF again, we won’t stop striving for delivery perfection. This, plus the launch of our new and improved website, means it’s an exciting time for both us and our customers. For any fabricator – large or small – thinking about switching hardware suppliers, we hope you’ll give Window Ware the opportunity to earn your trust with five-star service, our friendly and knowledgeable team and dependable deliveries to help your business go from strength to strength. Contact Window Ware: 01234 242 724 www.windowware.co.uk @WindowWare 44 T F APRIL/MAY 2021 CONNECTING THE WINDOW, DOOR & ROOF FABRICATION SUPPLY CHAIN
Aluminium Hardware PVCu Hardware Composite Door Hardware Tools & Consumables STILL THE UK’S LEADING HARDWARE DISTRIBUTOR It’s no secret that the fenestration supply chain is suffering ongoing disruptions due to COVID-19. Nevertheless, Window Ware is still here, going the extra mile to meet your door and window hardware needs. Dependable deliveries Despite the challenging times our OTIF is still over 92% We won’t let you down Our input accuracy is still over 99% We’ll always get back to you All queries answered same business day Fast response We’re still answering over 95% of calls within 10 seconds Always in the loop We keep you informed with automated email documents for every order you place FINALIST Experts in Hardware “ We’ve steadily increased the range of hardware we buy from Carl F Groupco over the last 16 years. Their product range, service level and support has proven them to be our preferred hardware supplier…” Julie Warner Product Manager Carl F Groupco Get in touch and speak to one of our experts today: t. Peterborough: 01733 393330 t. Cumbernauld: 01236 721557 e. sales@carlfgroupco.co.uk w. www.carlfgroupco.co.uk Scott Dowling Cairngorm Group CONNECTING THE WINDOW, DOOR & ROOF FABRICATION SUPPLY CHAIN APRIL/MAY 2021 T F 45
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April/May 2021

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