Reinforcing a commitment to customer service is said to have underpinned a number of changes to Ubbink UK’s internal and external procedures over the last two years. PBM reports.
Ubbink UK, part of the Ubbink Centrotherm Group (UCG Group), is a manufacturer of roofing products, ventilation ductwork and gas flue systems for the UK market. Over the last two years, the firm has updated many of its processes and systems to increase on what it describes as its “already high levels of customer service” to offer the “highest service from all areas of the business, which results in greater operational efficiencies to meet our business KPIs, goals and our customers’ needs.”
Recently, the company has updated its internal systems to improve visibility across all departments and countries within UCG to optimise stock ordering, and holding, allowing quicker deliveries through its supply chain to meet customer expectations. These improved systems are said to allow it to accurately measure/monitor performances within the business and with its courier partners. During 2018, for instance, it succeeded in delivering 99.1% of all orders by the customer’s desired delivery date.
The company stocks a comprehensive range of products on site at its Northampton premises in addition to its Head Office in the Netherlands in order to supply as per forecasts — these are updated monthly through its system, anticipating high levels of demand that can arise from specification changes, or site projects being bought forward.
Getting orders right first time is deemed to be “essential for our team” as the organisation recognises that any errors can result in delays for merchants and developments. Accordingly, it utilises a checking process resulting in very few returns to the company due to a Ubbink error — its internal sales team process the order and then sends the customer an acknowledgement to ensure it has all details correct before release to its warehouse scanners for dispatch.
Ubbink offers a standard delivery time of up to three days for all parcel and pallet orders to be delivered across the UK, with premium services such as next day, AM, Saturday deliveries available upon request. It appreciates that from time to time, a quick delivery is needed for merchants to supply to site and says that it will “ensure where possible that we make these deliveries happen!”
The firm states that it is able to offer this “fast and adaptable approach” due to its automated systems and “our staff being flexible in putting our customer at the forefront of our decisions, so they too can offer their supply chain a great delivery service”.
Whilst operating a distribution route that is strictly ‘merchant only’, the company will undertake direct to site deliveries on behalf of its merchant customers, acknowledging that “with an ever-evolving construction market and environment, we know sometimes stock can’t always be available on the shelf.”
An emphasis on communication is key, with the supplier committed to informing customers of any updates to orders, offers, products and all things Ubbink. After sales care is said to be as important to the team as discussing new orders to make sure customer expectations are met, whilst staff are trained to have a broad knowledge of both systems and products to provide a professional experience.
Indeed, an in-house training programme guarantees that its external sales and technical team are always on hand to offer product training themselves either at its Northampton offices on its roof rig, at branch with staff or on site with contractors (along with merchant representatives). Such an emphasis on training on new products is described as being “essential to get the best of any product and gain a full understanding on what the key features/benefits are and installation tips for a quicker and easier install”.
Ubbink says that all of its work “revolves around excellence and value so that we not only ensure our service is first class, but also our products too. We use quality raw materials for production to ensure longevity of our products and have all products tested accordingly with British Standards and BRE to ensure their performance is of high quality, all of the time.”
Managing Director Steve Shore adds: “In my two and half years leading this company, we have made many changes — personnel, product, logistics and service — ensuring we remain an ever-evolving company to ensure our status of market leader.
“It is imperative the Ubbink team continues to grow as a group and as individuals, everyone has a personal career path with opportunities to progress. I like to see people ‘make a difference’ in their role and continually push to maximise all avenues. Our company profile and brand awareness has strengthened dramatically in my tenure — our business partners are now truly benefiting from being an Ubbink stockist; we support, train, back sell whilst our marketing is tailor-made to our customer’s needs.”
He concludes by saying: “Our portfolio is strong, introducing brand new lead free flashing, Dry Verge and Dry Ridge products that are BS8612 compliant and definitely leading the way in guaranteeing our customers stay one step ahead. Our communication is open, consistent and key to our success. I recommend you partner with Ubbink UK.”
For more information, visit www.ubbink.co.uk.