Thursday, 30 January 2025

Continual Improvements, Enhancing Customer Experience

Making it easy and Winning Together are phrases commonly used by the team at Alunet Systems.  Knowing a great supplier when you experience one is a key driver of their people.

This behind-the-scenes passion and energy provides Alunet customers with a valued competitive advantage in their local markets.

This winning together mentality is underpinned by the refocused culture of continuous improvement in everything Alunet do.

During quarter 4 of 2024, the management team turned their focus to three major areas of process that could directly impact their fabricators‘ experience when partnering with Alunet Systems.

Phil Rotheram, Group Commercial Director, explains:

“We are always seeking ways to continually enhance our products, people, service and after-care to help fabricators prosper and grow; the wider team have reviewed, assessed and improved a number of core areas.”

Left to right: Rob Taylor - Operations Director, Phil Rotheram – Group Commercial Director,
Steve Kendrick – Director, Chris Armes – Design & Technical Director,
Oliver Lake – Finance Director

Rob Taylor, Operations Director, was the project lead during these process improvements. Rob said:

“Over the past year, specifically the last 3-6 months, our team have reinvigorated how we serve our partner fabricators.

“We have implemented many process improvements behind the scenes, with each enhancement always focussing on achieving the overall aim of our business which is to become a service leader in a market where doing what you say you will, with honesty and transparency, is so vital in underpinning what we offer, and most importantly, exceeding what our partners expect.”

Phil continues:

“As a business, we ALWAYS pride ourselves on our service and quality.

“Unrivalled Customer Service and although we understand that issues may arise occasionally, we set ourselves high standards on our speed of resolution and the high level of service that we provide to our customers, achieving consistently an impressive 99.7% delivery accuracy!”

Rob adds:

“We have tightened up on our warranty process to set clear guidelines for the control of warranty claims.

“This makes the process easy regarding what is acceptable and what would be rejected while ensuring issues are correctly recorded with photographic or video evidence.

“Clear & Transparent Warranties. The aim of these improvements is to use this information to improve our internal processes and swiftly identify negative impacts on services.

“Continuous improvements are actioned swiftly, ensuring that our time is rightly spent resolving legitimate claims speedily and effectively without time-draining and service-sapping red tape.”

Phil summarises:

“All claims are now handled by a team of highly experienced customer-centred people who ensure that any issues are resolved in a timely manner, reducing any inconvenience to their customers.

“A team member follows up on all successful claims to ensure that fabricating partners are happy with the resolution before closing any ticket.

“In doing this, the customer is central to the process and is always involved and communicated.

“Customer feedback has been excellent, with the changes providing structure and pace to a process that other systems houses can often ignore.”

Rob concludes:

“We have worked tirelessly to enhance further and improve the quality of finished metal.

“We want our product to reach our fabricators in an ‘as manufactured’ state, right off the end of the extruder and straight into fabrication.”

As a result of Alunet’s collaborative and informed feedback, they now utilise both spiral wrap and bubble wrap, sustainably sourced and produced from recycled material to secure all packs of profile in transit.

They have also improved the taping on profiles to offer better protection.

Protection is not the only area of improvement; Alunet has standardised depth readers on all profiles produced.

This is additional quality control to ensure the correct material specification reaches their partners, minimising product defaults and returns.

Finally, they are rolling through a bar-coding and revised labelling process to identify production and packaged products.

Not only does this help with traceability, but it has also significantly improved the time taken to pick, pack, ship, and unload products.

Time is money, and where possible, Alunet continuously improves in everything they do as they firmly believe it is better than delayed perfection.

The mission is clear, Alunet make it happen for their customer.

Doing what they say they will is simple and effective.

Making it easy and Winning Together takes this to the next level.

Whatever their fabricators’ expectations, needs, or queries, Alunet is positioning itself to ensure that they have the right person, the right skill and, importantly, the right level of passion and response locally to ensure its customers have what they expect when they want it.

For further information, contact the Alunet Systems highly experienced and friendly sales team at info@alunetsystems.co.uk, 01924 350 110 or visit www.alunetsystems.co.uk.





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