For PVC-U systems company Liniar, customer service has long been one of the markers of its success. It is now set to offer even more customer benefits, by introducing a customer relations team, to develop and enhance customer satisfaction and loyalty.
Already known for its comprehensive programme of customer support – including structural and thermal calculations, technical guidance and marketing materials – Liniar has built strong foundations from which to maintain and improve its service levels, the business argues. Following customer feedback and a keen desire to nurture existing relationships, Liniar formed its dedicated customer relations team, led by Charlotte Curtis, head of customer relations.
Charlotte explained: “Throughout the pandemic, communication between Liniar and our customers was crucial to the success of all involved. While the health-specific challenges of Covid-19 may be waning, there are still many other issues facing us all. These challenges have highlighted the importance of providing our customers with a single point of contact within the business, someone they can come to whether their query is about sales, deliveries, growth or lead times.
“The success of our online customer portal, LinarConnect, fortuitously launched three months before the pandemic began, has meant that our former sales order processing team has been able to be more proactive, and we see this developing even more as things begin to settle across the supply chain. We’ve strengthened the team itself with the recruitment of new team members, and it now sits within the sales function under group sales director Nigel Bishop, for a full-service approach to customer care. It’s our aim to reinforce brand loyalty and strengthen new and existing customer relations.”
Charlotte added: “The team is in charge of helping customers with LiniarConnect, placing orders, boosting their growth, providing aftercare and proactive contact and helping to address any issues that may arise. I’m excited to lead the new team, who have a wealth of customer service experience, and enhance our customers’ journey with Liniar even further.”
New and existing Liniar customers will be assigned a customer relations advisor, who will work alongside their regional sales director and be an additional point of contact for everything Liniar. To learn more about the Liniar difference, or how to become a Liniar customer, visit www.liniar.co.uk/making-the-change.