Data-driven care

Endurance Doors has introduced Amicus, a new automated ticketing system that improves the flow of information to and from installer partners.

This investment in Amicus, which is part of a wider programme of new IT infrastructure, was implemented to help streamline the whole customer query process, and the ticketing system will ensure that all communications are fully traceable and trackable, the company said.

It’s also the same sort of platform that’s used by other UK consumer brands.

Any customer query that’s raised online will be followed by the receipt of a formal acknowledgement within minutes, and a member of the customer care team appointed to that ticket within Amicus.

Early beta testing of this software has shown that it speeds up communications between Endurance and its installer partners significantly, and without the issues of staff absences and holidays.

Kayleigh Startup, customer relationships manager at Endurance Doors said: “The Amicus ticketing system is part of a wider investment programme that’s been partly driven by customer demand, through important feedback that we’ve taken on board.

“We’ve got a thirst to be the very best at what we do not just in terms of producing an outstanding composite door, but in every other way that we engage with our installer partners.”

Stephen Nadin, managing director of Endurance Doors, said: “Data is now very much part of the way in which this business will evolve, yet without ignoring the human touch which helps makes this business so special.”