Growing support package
The Ultraroof tiled roof system from Ultraframewas declared the consumer-preferred tiled roof during a recent independent study. The company has appointed a dedicated Ultraroofproduct manager, Mark Bowler, who explains how he supports installersas they build extensions and modernise older conservatories.
My experience in this industry spans 29 years, and I have actually been involved with Ultraroof since it was first launched in 2016, back in my previous role at one of the large national retailers. Along the way, I’ve gained experience in surveying, fabrication, installation and training, and so I’m more than equipped for my new role as Ultraroofproduct manager.
I’m here to help installation companies with all things Ultraroof, with one of the main areas of my role being site-assists. Fitting an Ultraroof is well within the skill set of a competent conservatory installer but it also requires support for developing new skills and working practices to ensure a safe and successful installation, and that’s where I come in.
In order to support installation companies on that all-important first install, I work with them before the installation to ensure they have read the comprehensive manuals and videos/animations that are available to gain an understanding of the product. These can be accessed via our Installer App on a smartphone. I then accompany the fitters onsite to provide a mix of hands-on training and tutoring to ensure the installation is carried out safely and to a successful conclusion.
Fitters can be nervous about installing a new system for the first time so my presence on site is a welcome help, and it’s great to be a part of the team and share in the feeling of accomplishment when the installation is finished.
My role doesn’t finish with the installation though. Following each site assist, the installation company is provided with details, hints and tips for future installations tailored to their specific skill set. I also feedback to the research and developmentteam at Ultraframe, detailing any areas I have identified for further enhancing the system. Ultraframe never stands still in terms of product development so my role is important for identifying areas for further development of the Ultraroof system. I also work closely with our Ultraroof team on the shop floor to identify any enhancements to the fabrication or packaging that could further enhance the fitting experience for our customers.
Along with site assists, I also carry out Ultraroof surveying and installation courses locally throughout the UK. Again, these are designed to educate our customers about the specific skills needed to survey and fit Ultraroof, with the ultimate aim for each installation to be carried out safely and with minimum hassle for the installer.
The more we can educate our customers about surveying, the fewer issues they will have onsite, and so it’s been fantastic to get record numbers of attendees on these courses; it just goes to show how popular Ultraroof is. More and more companies are adopting it all the time and find it an easy sell thanks to features such as it never needing a tie bar, and the slimline full-length glazing panels that flood the rooms below with natural light.
The support available to Ultraframe customers has always been one of our key selling points, and with Ultraroof I think the support package is exceptional. Aside from the assistance available from me, there is also the highlyexperienced technical team based at our Clitheroe headquarters who are on hand to offer help and support by phone, email and, most recently, by WhatsApp.
The WhatsApp Ultraroof technical support service is a great idea, as what fitter doesn’t have a phone in their pocket these days? Our team can send how-to video guides and animations to answer any queries a fitter might have while onsite. Customers have given us feedback that the amount of support available to them when selling and installing Ultraroof is a real help, and with me acting as a central hub within Ultraframe for all things Ultraroof, it makes it easy to access this support.
With all the support that’s in place for Ultraroof, no installer needs to feel that they are alone, and it’s great to be able to help people build their skills and play a part in the success of such an innovative product.