Selco Builders Warehouse has introduced a ‘Dial and Deliver’ service that enables customers to order products as quickly as possible while providing additional support to branches during busy times.
The new service is being trialled in five branches across the West Midlands, with plans for it to roll out in London branches in September, and eventually the company’s whole 70 branch network.
Trevor Gibson-Ford, head of sales development at Selco Builders Warehouse, said: “We’re constantly looking at ways to improve our service to customers as much as possible and Dial and Deliver provides another option for them to make purchases.
“Customers can ring through to their local branch as normal. After a few rings, they will hear an automated message asking them if they would like to place an order. They will then be put through to a centralised team who can take the order on behalf of the branch.”
Trevor continued: “We’ve already seen an improvement in the customer experience when we’ve received calls to our Birmingham branches and, in the first week of the trial, we took dozens of orders through the new service.
“The most important thing for us is to be adaptable to different shopping methods and, although many people still enjoy coming into branch to buy their products, others are looking to get products and materials delivered directly to them. We need to support our branches and customers through this extension to the branch telephone order service.”
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