Articles | Customer Services

Improving the Customer Service Offer

Friday, 14 December 2018
By Grant Glover

Followers of GIB® News will know that at Winstone Wallboards we’re constantly looking to improve our customer service by speaking with customers regularly and actively seeking ways we can make our delivery smoother.
We recently launched a new transport management system (TMS), which provides a single platform for delivery visibility for our call centre and operations staff. That means the team can now source electronic proof of delivery documents quickly and track deliveries in real time. The TMS also sends automated texts to customers advising Delivered to Site Service (DTS) vehicle arrival times to site. Our collection service from our distribution centres has been upgraded too, minimising the wait time for next-day collections.

There are several other exciting improvements in the pipeline, including:

  • A faster DTS damaged sheet replacement process, enabling us to provide replacement board within 24 hours as much as possible.
  • Improvements to the empty pallet collections, clearing sites faster and speeding up pallet credits for merchants.
  • New ways to improve the communication process around DTS site inspections, ensuring everyone has the right information at the right time to ensure a hassle-free delivery.

These are just a few of the improvements Winstone Wallboards are looking at this year, and we’re looking forward to our customers reaping the benefits in the months ahead.