Customers can place orders by email, fax, voicemail or post 24 hours a day

Mon to Fri 8.30am to 8pm, Sat, 9am to 5pm

We currently offer a UK based telephone helpline (Mon to Fri 8.30am to 8pm,Sat 9am to 5pm) as this suits our customers and after conducting call analysis we discovered that this satisfies the vast majority of our callers. We can offer a 24 hour telephone service but this would be assessed on a case by case basis.

The telephone service allows customers to talk directly to a member of staff (not a machine) to request assembly advice, receive detailed product information and ask for spare part.

Our staff turn over is very low and our staff have excellent product and service knowledge. The staff work on the same site as the spares warehouse so they can see the parts and talk to the people despatching them. This can reduce confusion and makes interaction between the departments much easier than with a remote call centre

Spares are usually despatched within 1 working day via a "next day" delivery service. Most retailers and manufacturers offer a 7 to 28 day delivery promise. Offering a customer the spare they require the next day usually increases customer satisfactio

We are experienced in handling and despatching delicate items such as mirrors, glass doors, light fittings and glassware.

Spares are well packed to ensure that the customers problem is resolved first time.

Our custom-built system enables a quick and efficient delivery and ensures that our operatives have all the information at their finger tips.

From the same system our staff can take a customer's details and order, see an image of the product, the instructions/assembly guide, read detailed product information and select from a list of all the individual components.

The aim of the helpline system is to efficiently gather as much information as possible from the customer whilst minimising the amount of keying required by the helpline staff. This reduces the possibility of mistakes and more importantly reduces the time the customer spends giving their order/requesting advice.

As our computer systems are developed in house they can be quickly and easily adapted to the specific needs of our existing and new clients.

When parts are ordered the system generates a picklist with a barcode relating to the order. The order is picked, packed and weighed before the barcodes are scanned and the order is despatched. Orders can be tracked online from being placed to arriving at the customers door.

The spares system tracks stock levels realtime and advises when product levels are low. Product is tracked by either number of units or "weeks cover". The system allows us to tell a customer if a part is in stock as they request it.

Frequent physical stock checks ensure our information is up-to-date.

Our system allows us to report on customer calls, parts shipped, stock levels and caller trends. We also offer web-enabled shipment tracking.

Service engineers can request spare components to be sent to their home, business or customer address, or to their nearest courier depot. The components are sent overnight to the engineer so that they can resolve customers' issues without having to carry spare parts for every product they support.

If the engineer is able to diagnose the customer's problem over the telephone they can have the replacement parts and visit the customer just once. This reduces costs and dramatically improves customer satisfaction.

We are able to rapidly despatch large volumes of replacements direct to customers. Our system allows us to accurately track each parcel and highlights any failed deliveries or issues. Our call centre staff can then call the customers to resolve the issue. We can also provide a proof of delivery for all despatched packages.