“What we’ve got at Elmrep is the base here in Gloucester, with all the parts and all the experts working out of the GL4 postcode. “We’ve got everything we need on one site, so when something does go wrong, we can sort it.” Allied to that strong base in the city is Elmrep’s commitment to keeping things simple in terms of the machines it works with. Mr Summers knows that stocking a wide range of manufacturers is nonsensical, due to the vast amount of knowledge and spare parts needed to do the job right and maintain their high level of service. So, they maintain their relationship with Sharp, which they have worked with since forming in 1984. That means a team of staff who know the machines inside out and, crucially, have a well-stocked store of spares to allow quick and easy fixes. Elmrep is trusted by an ever-widening list of customers who are at the heart of Gloucester business, from Gillman’s and Bennett’s Coaches to Randall & Payne and theWarners Group. All of those customers know that if the worst happens, their locally-based and trusted partner Elmrep, will be on site quick sharp in order to get the problem fixed. Mr Summers said: “A lot of the time the customer doesn’t even know there is a problem. That’s because our machines have an e-mail alert system that tells us that they have a problem. That means we’re on site to fix or replace things before the customer is even aware about it. “With us, the beauty is the simplicity,”Mr Summers said.
“Our staff only have to know about one manufacturer in Sharp, one range of parts, one range of consumables, one range of problems and one range of fixes. “Other companies may end up sending someone who is an expert in Canon machines out to fix a Xerox machine and therefore hasn’t got a clue what to do on arrival. “We’re not diluting our knowledge. We have no need to fill our stockrooms with large numbers of parts. We keep it simple. “For every machine we sell, I have spare parts on the shelves of our warehouse so we can guarantee that same service to every one of our customers, no matter what. “So, when a new machine is launched, we spend £2- 3,000 on new parts for the shelf as well. “If we did that for a new manufacturer, we would have to stock the same spare parts to offer the service we pride ourselves on. “Downtime in any line of business is a bad thing and we strive to make sure that doesn’t happen. “A lot of our customers are similar to us in terms of the level of service we offer. We work with Gillman’s a lot and they appreciate just that. “They know that someone will just turn up and get the job done. Even if that’s just delivering a toner cartridge, but they know that the job gets done. “We have that personal touch. We have a Gloucester phone number which when you ring you will get one of our team on the end of the phone answering, it’s a basic thing but it’s the right thing.” l For more information on Elmrep products and services log on to www.elmrep.co.uk or call 01452 300599
July 2019 | www. punchline-gloucester .com | 97
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