Emplas launches smart returns and complaints procedure

Emplas has launched a new complaints procedure, allowing customers to register issues and trigger manufacture or supply of replacement product, through their smart phone.

The new system, accessed through its customer portal, EVA, fast tracks customer returns and complaints, capturing data at source, guaranteeing full visibility, and accelerating the supply of replacement products or fixes.

“We do our best to get things right first time around but things can get damaged in transit and despite rigorous quality control procedures and our bar coding system, things can occasionally slip through the net,” explained Jody Vincent, sales director, Emplas.

“What’s critical at that point is that we get a fix or a replacement product in place as soon as possible and we minimise disruption to our customers.”

Accessible through EVA, Emplas customers can now register a complaint, upload an image, and request and trigger a replacement, through a single simplified process.

This appears in a real-time customer service dashboard and is immediately assigned to a member of the fabricators customer service team and processed.

“There’s also a clear audit trail so if you raise a complaint you can see exactly where it is in the response process,” added Jody.

The update moves the system away from reliance on email, also creating a new categorisation process to make sure that the most customer critical responses are dealt with first. This includes new targeted response times, as well as fast-tracking of product through the production process.

Access through EVA means that the new system is also fully mobile responsive, which means that providing customers have an EVA login, they can raise a complaint from site and their mobile without waiting to get back to the office.

“Our service levels have been impacted the same as everyone else, by the challenges that we have seen within our supply chain,” Jody continued.

“The changes that we’re making now make our complaints procedure simpler, while increased stability within our supply chain, will hopefully mean that our customers will have to use it less frequently.

“When they do, however, it will take up less time and get things resolved far more quickly.”