Our customers have told us that what they value most from us is the service we provide.
To ensure that our customers receive their products so that their customers can receive them, and have them fitted and installed, requires many different parts of the process to link up and work together.
With our warehousing, vehicle fleet, integrated teams and software driven processing, we have managed to create an end-to-end supply chain capable of handling a high-capacity throughput of products on a daily basis.
Having already made a significant investment in the right people, systems and facilities, we continue to invest in improving our service levels across all areas, and our customers’ feedback is a vital part of how we prioritise our service rollout.
Our Customer Service and Operations teams work in our central distribution facility in Cannock. By combining these two teams within the same building enables us to vastly increase the levels of order handling, processing and dispatch, as well as respond much more quickly to situations where things haven’t gone to plan.
Our separate home delivery distribution centre is in Walkden, Manchester, and enables us to provide a specialist service where the products are going directly to homes.
We measure our teams according to a set of Key Performance Indicators (KPIs) based on our customer priorities and using these indicators we can actively monitor and improve our service ongoing.
Services in your showroom
In addition to our Customer Service and Operations teams based at PJH sites, we also have our team of Account Managers who regularly visit our retailers.
These give you the opportunity to find out about new products, promotional offers, service changes and improvements at PJH, and for you to give us feedback as a vital part of how we maintain the right kind and level of support for your ongoing needs.
Our Account Managers visit many different retailers, in various locations, with a diverse range of customers, and so they can provide valuable insights into effective practices, new trends, and other ways of improving your business sales for the products we supply.
Additionally, our new online PJH Partners Portal provides a comprehensive range of support services to save you time and effort.
With the portal, you can quickly check the stock of an item, work seamlessly from our printed catalogues to online, check order statuses and view your invoices and entire account history, as well as order all our products in a very intuitive way — all of which you can do 24/7 at your convenience.
Of particular interest is our innovative Kitchen Order Pad which is an entirely new way of ordering complete kitchens online with just a few simple clicks.
All of this is part of our approach to our independent retailer customers of “supporting your success”.
Our customers often perceive the final part of our service as the most important, because the delivery of products is often the area which can have the greatest impact on your day. We want to ensure that we can deliver 100% of items, 100% of the time, on time, every time.
Whilst this isn’t always achievable, and with factors beyond our control, we believe that by aiming for this perfect standard we will always do the best we possibly can, and our current service level, measured across four discrete criteria, is 99% in each area, and 96% overall.
We also provide home delivery on behalf of our larger multi-site retailers, and with our branded vans and trucks fleet we aim to instil confidence in customers and homeowners that our brand represents the best in service delivery.