May/June 2021
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Contract Customer Talk Service<br />
REAL PLUS POINTS FOR INSTALLERS<br />
Sternfenster says it is redefining the traditional role of a fabricator with its ‘next<br />
generation’ service offering, Sternfenster Plus. Total Installer spoke to sales director,<br />
Nathan Court, to find out the benefits for installers...<br />
Q: What is Sternfenster Plus?<br />
Nathan Court (NC): Sternfenster Plus is an<br />
online portal that gives our installer customers<br />
access to a huge amount of information, designed<br />
to help them run their business more efficiently.<br />
In addition to a regularly updated news feed, they<br />
can check the status of all their quotes, contracts<br />
and deliveries, access training and marketing<br />
materials and even tap into a live production feed<br />
that provides real time data on the capacity of our<br />
PVC and aluminium factories.<br />
Q: Can you explain why you developed<br />
Sternfenster Plus?<br />
NC: We developed it primarily as a<br />
communication tool for our customers, one that<br />
enhances our existing customer service and<br />
business management support.<br />
Over the last 12 months or so, lockdown has<br />
served to generate significant demand, but it has<br />
also created huge challenges in the supply chain.<br />
Sternfenster Plus has enabled us to provide<br />
additional support to our customers, to improve our<br />
service and a big part of that is because we are<br />
now better equipped to manage their expectations.<br />
Sternfenster’s Nathan Court<br />
We’ve gained a huge amount of traction with new<br />
and existing customers because of it.<br />
Q: How does the Sternfenster Plus news<br />
feed differ from regular industry news<br />
channels?<br />
NC: The news feed is updated on a regular basis<br />
and is also emailed to our customers directly. It<br />
includes content that helps to keep them up to<br />
speed on current affairs in the industry, but it also<br />
provides insight into working life at Sternfenster.<br />
We have used it to pass on advice from the<br />
GGF, such as the latest Covid-related health<br />
and safety guidance, but we can also make our<br />
customers aware of issues that we are facing as<br />
a business. These could be to do with the supply<br />
chain, delays on certain materials, lead times<br />
or price fluctuations, but we also use the news<br />
feed to provide updates on other challenges here<br />
at Sternfenster. For instance, there have been<br />
occasions where as many as 15 members of staff<br />
would be self-isolating due to the virus, in which<br />
Continued on page 60<br />
58 T I MAY/JUNE <strong>2021</strong> PRACTICAL CONTENT FOR THE GLAZING INSTALLER & HOME IMPROVEMENT SPECIALIST
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