In one of the toughest trading climates in decades, one warehouse and logistics equipment supplier has put its reputation well and truly on-the-line by introducing an immediate real-time feedback system to monitor customer satisfaction. After the first 100 instances of direct customer feedback carried out by Feefo’s online independent user feedback system, Welco has notched up 99% product satisfaction rating supported by an impressive 94% service rating. It’s all down to “one of the best in-house technical customer service teams in the industry” according to CEO Adrian Reeve.
The online response platform, which gathers feedback anonymously, was carried out with new and existing Welco customers nationwide. Comments ranged from “friendly staff and good service” through to “quick response to requests for quotes / good communication and product knowledge”
Reeve said “We have invested in a highly qualified team of technical product specialists. They work with customers to identify the best products for the application. Our business model is based upon providing the best service and delivery, all backed by a comprehensive product range. In a challenging trading environment, we are building on the reputation we have gained over the 60 years we have been in business”
Welco, based on the new Birmingham Business Park in Rubery, is recognised as one of Europe’s main suppliers of workplace equipment in the commercial, industrial, education and health sectors. The company was the first in the country to introduce a storage products catalogue designed for businesses to buy off the page. More recently the company has led the way with the launch of its 1000 page BIG BOOK digital catalogue highlighting 30,000 products.
Following a management buy-out led by Reeve in 2006, the company consolidated the group into 4 strategic business units, including the newly branded catalogue and internet division, Welco.
“While many catalogue operations use call centre agents to deal with orders, we specifically focused upon developing a highly trained in-house team” explained Reeve “With the down turn, our sales team have become more like product advisors as companies have to shed key staff. We are becoming their remote procurement arm. The results from the survey show we made the right decision to develop one of the best teams in town”
Welco
www.welco.co.uk
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