The latest initiative by the Barnsley based company is aimed at ensuring that ancillary items are always supplied complete to customers so that they never have to worry about missing screws or fittings.
A video imaging system has been set up in Euroglaze’s factory which records every bag of ancillaries being filled on the shop floor before they are labelled with the customer reference, heat sealed and time stamped.
When that bag is delivered, the customer has the reassurance of knowing that the bag is complete or, if they have any problems, that the video of the bag being filled can be viewed instantly at Euroglaze and any queries quickly resolved.
Martin Nettleton, Euroglaze’s Managing Director says that Euroglaze originally got the idea from one of its biggest suppliers who routinely video orders being dispatched to eliminate time consuming queries from customers about what has been received.
He explains: “We’re benchmarking ourselves against the very best in the business and adding a bit of Euroglaze magic to make our service just that little bit better. For instance, we don’t just use a barcode on the bags anymore. We also include the much more user-friendly customer reference and job number so that customers can easily match the right bag with the right job.
“This is particularly useful for our trade-reseller customers because it helps them to control the allocation of ancillaries and hopefully prevent their installer-buyers from muddling up bags between jobs.
“We’ve given this new initiative a great deal of thought. For instance, we’re making sure that the bags are always filled in full view of the camera and that they are always filled in one go – with no one taking a break half way through.
“Initially results showed a fairly even proportion of errors – some due to mis-bagged items by Euroglaze and some due to customers having mislaid bags or contents. But the process has already helped both parties to sharpen up practices and we are now in the unprecedented position of several weeks where all bagged items have been delivered with no errors reported. This gives increased confidence to our customers which can only lead to better customer satisfaction.”
Euroglaze now plans to extend the video imaging even further and provide GoPro type videos to its dispatch drivers to track and record the loading and unloading of frames and ancillaries.
More details are available at www.euroglaze.co.uk