Judges of the 2022 G Awards (G22) have shortlisted Window Ware for Customer Care Initiative of the Year. G-Award winners are set to be announced on 25 November at the Intercontinental London Park Lane.
Tony Higgin, who organises G22, explained: “This year the shortlist was chosen from a record field of entries, up 40% on 2021, making judging closer than ever before. This created a really tough challenge for the judges to select the finalists.”
Last July, the hardware distributor launched a new website and online platform that set out to support customers better and save them time. The website includes self-serve product information and resources, personalised product displays, instant quotations and stock checks, self-build tilt and turn hardware kits and an online marketing support portal.
Sarah Binns, Window Ware’s head of internal sales and marketing, said: “We saw a shift in buyer behaviour due to the pandemic, whereby interactions with customers had become increasingly web-based. Fabricator and installer expectations had risen too. O ur customers needed quick answers, a timelier service and greater self sufficiency wherever possible, so we transformed our website to provide a better online experience and put facilities in place that enabled them to make better, faster, more informed purchasing decisions.”
“As a result, our customer satisfaction rate has stayed consistently high – on average 91.33% for the last 17 months – despite challenging market factors and increased order volumes. We also managed to not only retain most of our existing customers but gain new ones too, to ultimately grow the business by +30% compared to 2019. What’s more, our web sales rose by 34%, our average monthly web order value grew by 16% and now a third of all customers buy online.”
Sharon Fowler, Window Ware’s credit control manager, won the G21 Unsung Hero Award last year, so the company is hoping to make the winners’ roll call once again. Sarah added: “We couldn’t have been prouder when Sharon took the title of Unsung Hero last year – it was thoroughly deserved. We’re keeping our fingers crossed that Window Ware can repeat her success in the Customer Care Initiative of the Year Award this year.”
