City Plumbing has launched a new delivery notifications service as part of its plans to improve customer experience through digitalisation whilst also reporting details of a new contract with housing association, Abri.
Available to all customers that purchase products both in branch and via the City Plumbing website, the new system will notify customers by text with a one-hour window of when the delivery will be made to their home, business address or customer’s site. Customers will also be able to track where their order is on its journey to the delivery address, giving them even more visibility and reassurance that their orders are on the way.
CEO Dave Evans said: “Our new delivery notification service will make a significant difference to our customers. By offering accurate delivery slots and real time progress updates, installers and engineers will be able to better plan their jobs and ultimately save themselves time and money, whilst our branch teams will be able to spend more time with customers at the trade counter. We are working incredibly hard to improve our operations and customer experience through digitalisation, and this will be one of many improvements our customers will see in the coming months.”
On the new partnership with Abri, the multi-million-pound, three-year contract will see the merchant supply plumbing and heating materials across the housing association’s 40,000 homes and 100,000 customers following a public tender exercise.
The key to the deal was said to be City Plumbing’s commitment to providing social value and sustainability, in addition to the fulfilment of materials. Some 5% of the contract’s total value is “dedicated to improving lives and communities” as well as Abri’s homes. From donations of materials for community development projects and providing employment opportunities for Abri’s customers, to colleagues volunteering and offering time at training venues, their shared goal “is to make a real difference and change lives”.
With around 90 City Plumbing branches supporting the contract, the two businesses are “collaborating closely to share knowledge of innovation and sustainability” including the supply of smart solutions, renewables, remote stores, and a new recycling scheme. The merchant will also supply Abri’s planned and responsive teams, as well as integration with its key IT systems.
Abri is one of the largest social housing providers in Southern England. John Watts, its Associate Director of Customer Response at Abri, said: “Our customers will benefit from our extended partnership with City Plumbing on many levels. City Plumbing’s high-performing supply network will support us in the works we do within their homes. We’ll be able to use the same, quality products across our region, while harnessing City Plumbing’s expertise to use more sustainable materials. Implementing City Plumbing’s Intelligent stock level technology will also enable us to be more responsive to our customers.
“We’re delighted that City Plumbing has committed to invest in communities, through volunteering in our community projects and creating new employment opportunities for our customers.”
Richard Adams, Sales Director – Integrated Solutions, added: “Our strategic supply partnership will help Abri create thriving communities and empower the lives of their residents through new employment opportunities, training and work experience placements. We look forward to achieving great things together through our long-term partnership.”
