Window Industry Turning To ‘Online Retail Model’ Of Customer Service, Says First Degree Systems

by | Nov 22, 2023 | Internet

Window fabricators are taking inspiration from online businesses in the way they manage customer relations, according to Solutions Architect for Cyncly business First Degree Systems, Phil Wilson.

“One of the biggest trends that we see, is window fabricators putting more control in the hands of their customers,” Phil said. “Rather than managing all customer queries over the phone, it’s more like how you now deal with online purchases, where online retail companies would say, ‘Please go to your portal and take a look at your documents’.

“This means all those small, but timely phone calls – such as ‘can I have a copy of the invoice?’, and ‘what are my glass sizes?’ – can be managed online.

“With our retail customer portal, more customers want to adopt this in our Zandi platform, which allows the manufacturer to create an account for their customer where they can log in, see any conversations, answer questions, pull up order confirmations, confirm production dates, set delivery dates, and issue invoices.”

This gives window manufacturers a lot more control, Phil argued, which not only speeds up their operations and reduces error, but improves processes at the retail end. This means window companies are not isolated from the manufacturing process, and everyone benefits from a joined up approach.

“It’s really modern way of working that’s become a trend of late,” Phil said. “We are offering our customers the opportunity to reduce the administration overhead and make it a far more connected system.

“What we tend to find is that people are doing the right things in the wrong way.

“For a start, it doesn’t need to be driven by paper, so something is not going to get lost under a desk or placed in the wrong filing cabinet. We can systemise their processes around how they work, and offer them a much more streamlined solution.”

By moving to this ‘online retail model’ of customer relationship management means that the system is there to help all businesses run efficiently, and not something that creates a burden in its own right, according to Phil.

“You don’t want a constant day-to-day battle with the system,” he said. “We look at the processes that make our customers work well and we systemise those into our own solutions so they can adopt them without too big a change, while improving them.”

Related Posts


Much More Than Just Fenestration

The Consultancy may have made its name as a digital specialist in the fenestration market, but it is now firmly established in the wider home improvement and interiors market – as demonstrated by the brand-new website it has just created for VIDA Living, one of the...


hup! Celebrates Carbon Efficiency With New Website

The hup! lightweight building system from Ultraframe is celebrating the launch of its new homeowner website, along with the news that hup! is 60% more carbon efficient than a brick wall. Commenting on the two pieces of hup! news, Ultraframe marketing director, Alex...


The Consultancy Delivers For Kommerling USA

BM Group company The Consultancy has created a bespoke website for Kömmerling USA in partnership with Iain McInnes from We Build Brands. The new website reflects the fact that Kömmerling USA has a slightly different product focus to other Kömmerling regions, and...


ISO Chemie Opens Webshop For UK customers

A new webshop has been opened by window and door frame sealant tape specialist ISO-Chemie to provide UK customers with rapid and easy access to products, installation information and orders 24/7. Accessible via an office PC, laptop, tablet or mobile device, the...


Upgraded Web Presence For BM Aluminium

There’s a brand new online resource for users of BM Aluminium’s LogiKal software at: The completely updated website is packed with videos of LogiKal in action and guides to all the key features, as well as demos of how the software works with...


CAB’s Residential Website For Homeowners

By Phil Slinger - CAB CEO Aluminium systems are considered by many homeowners as an aspirational choice for home improvement given its slim, good looks, long service life and 100% recyclability. More expensive than other fenestration materials, aluminium’s...


The Power Of Recommendation

The Consultancy has created a new website for retail installer South Yorkshire Windows, following a recommendation from Comp Door and its sister company UK Doors Online. Dom Francis, owner of South Yorkshire Windows said: “We had one of their Glazing Vault window...


NBP Increases Customer Support Levels

Northern Building Plastics is strengthening its level of customer support with a new online ordering system and the expansion of customer support teams at all of its depots. The new ordering system not only includes free next-day delivery but gives customers...

Pin It on Pinterest

Share This