Putting our customers at the heart of everything we do, we’ve been on a journey to enhance and develop the service offering for our GPS PE pipe portfolio and today we’re excited to share a little more on the new tools and services we plan to introduce throughout the remainder of the year.
These changes come hot on the heels of a customer survey that we ran for our GPS PE Pipe customers towards the end of last year. This was done in order to really understand your needs and experiences with our support services, and to gain valuable feedback on how these could be strengthened and developed.
On the back of this survey our first priority has been to increase the level of contact you will receive from our dedicated customer services team, helping to ensure that you receive faster and more efficient support across our telephone and email enquiry lines, including our query resolution process. Likewise, we have also implemented more robust escalation procedures, as well as instituting a system of query resolution reports to ensure faster and more accurate responses to any outstanding queries.
In a positive step towards developing our logistical services and introducing more choice for our customers, from June 1st we’ll be offering next day delivery services on our small diameter and standard pipe sizes. Furthermore, we’ll also be significantly reducing the order cut-off time to meet the next available milk run date, from 72 to 48 hours. Please speak to a member of our customer services team to find out more.
Of course, these new changes only represent one step in what’s set to be a much larger journey in developing new tools and services for our customers. Across the next few months, keep your eyes peeled for further updates which will greatly improve how you interact and order from us. In particular, we’re poised to roll out some exciting new digital tools, which will make finding stock and checking delivery days and milk run information much quicker more accessible and user friendly.
Towards the end of the year we’re also planning to announce a brand-new electronic proof of delivery (EPOD) service, as well as moving to a single enterprise resource planning (ERP) system, in which you’ll be able to transact with us as one business instead of multiple purchase points and teams across our ranges. Once again, these updates are designed to help foster easier, simpler and more effective interactions between us and our customers.
We aim to keep you regularly updated on our new tools and services throughout the year as and when they go live, but until that time we’d like to thank you for you valued feedback and are always aiming to ensure you receive the best support and service as possible. If you do have any further feedback in the meantime please get in touch, we’re always listening and happy to take on board your comments.
Your Customer Services Team