Hörmann invests in customer service with management additions

Industrial door manufacturer Hörmann is placing service levels top of the agenda in response to recent customer feedback.

A survey of Hörmann’s UK customer base found overriding respect for the brand, with installers and end customers impressed by the quality of Hörmann products across the board. The results also provided valuable feedback for Hörmann to act upon, with order processing and customer service highlighted by some respondents.

Managing director David Newcombe, commented: “At Hörmann we’re in the enviable position of having excellent products that are well regarded across the industry. We’re keen to make sure that our customer service levels match that, so this research has proved very beneficial.

“We have already taken a number of steps to improve the experience our customers have with us. A new telephone system is helping us to deal with queries more quickly, and we are continuing to invest in personnel to help make our processes as smooth and efficient as possible.”

To strengthen its customer service offering further, Hörmann has made two new management appointments to its maintenance and repair, and projects departments.

Joining the projects team is Kevan Barker, who will be taking up the role of installations manager. Kevan, who previously looked after service, production and installation in a ten year stint at Gilgen Door Systems, has been tasked with the on-site management of industrial installations, ensuring that work runs smoothly and meets customers’ requirements. Kevan will also be reviewing Hörmann’s existing processes to ensure they are as efficient as possible, minimising timelines from order to completion on site.

Hörmann has also added a new service manager to its team. Phillip Clark brings with him over a decade of customer service experience, having previously worked as a customer relations officer for TNT, before supervising a call centre team at CEVA Logistics. Most recently, he has been heading up the service team at electric tug maker MasterMover.

In his new role, Phillip will be overseeing the operations of Hörmann’s 17-strong service team of engineering and office staff. He has been tasked with strengthening the manufacturer’s relationships with trade partners, increasing efficiency and enhancing customer service.

David Newcombe added: “Kevan and Phillip will be bringing a more customer service focused approach to the projects and service departments. They join manager Lisa Brook, who we appointed last year to offer a similar approach within our sales office.

“2014 was a very successful year for the business and that is in part down to a greater emphasis on improving communication, both internally and with our customers. By continuing to focus on the needs of our dealers and end users, we hope to build on this achievement for 2015.”

Tel: 01530 516888

Email: info@hormann.co.uk

www.hormann.co.uk