Supporting customers at every stage

Alutech Systems MD, Steve Hudson, talks about the merits of customer support and the different forms it may take.

Some of our most successful customer support initiatives have arisen from a need to overcome adverse situations.

Take our YouTube channel for example, originally designed to deliver remote product training. Stats show that the channel grew by 732% in 2021 with 258 new subscribers that year alone, with 790 total hours watched and 20,600 total views!

Our most popular video in 2021 was one of the fabrication training videos we posted in 2020 about sash installation and had 6,467 views, which still continues to increase weekly.

This just goes to show how important it is to provide support to our fabricator network on the fabrication of our systems. The videos we produce are designed to assist experienced installers who may be unfamiliar with the Alutech BF73 system, as well as acting as a training guide for those new to the trade, and highlights the ease of fabrication of the BF73 system. We also actively encourage our network of approved fabricators to include the videos on their own websites to aid installers and end users.

Our video content answers many FAQs that people have to, so cuts down time for them having to ring and ask and cuts down the number of calls we have to field too. It’s a win win. Some customers have even commented that they have been able to improve their own processes as a result of watching the videos.

Our latest video takes the viewer through the installation of a six-pane set of Alutech BF73 bi-folding doors with moving corner post, while also highlighting the ease of installation and the benefits of the BF73 system.

But of course, nothing quite beats good old fashioned face-to-face and hands-on support. That’s why we took on James Naylor in October last year as technical fabrication trainer. This allowed Rob Shaw, to take on a more operational role, as our business continues to grow.

James is responsible for visiting new and current customers to demonstrate and assist with the fabrication of Alutech systems. For new customers, this might be showing them how to fabricate the system from scratch. And for existing customers, James can help to upskill staff and even help to improve fabrication processes.

We find that fabricators go to a new supplier for one of three reasons. Some are looking to switch from their old supplier, some are looking to add another system to their existing suppliers to enhance their product offer and some are completely new to manufacturing. Whatever the reason, we appreciate that it can seem daunting at first when taking on a new system.

So, it’s vitally important to us that we make the process of taking on a new system as straightforward as possible, by providing the support that new customers need to get them up and running and are then on hand with any help and advice for as long as needed.

Speaking of face-to-face, nothing quite promotes the value of this like gathering with your peers at the industry’s biggest and best trade show. And we’re currently busy preparing our stand F31 at FIT Show. It’s a chance for our customers and suppliers to meet more of the team and put a face to a name. And the insight you get from talking to people in that capacity as you showcase your products is second to none.

This year’s show is particularly exciting for us as we’ll be launching a new slimline window system that we’ve been working hard to perfect this past year. As well as a new slimline patio system. We can’t wait to see the reaction of visitors to our stand and have no doubt that they will be very well received.

The two new systems will mean that fabricators can count on us as their main supplier. And we’re looking forward to helping them grow their businesses with this enhanced product offer.