ORDER AND COLLECT
HARPERS, THE CABLE SPECIALIST MASTER DISTRIBUTOR, HAS REVOLUTIONISED CUSTOMER SERVICE FOR WHOLESALER CLIENTS BY DESIGNING AN AUTOMATED CONTACTLESS COLLECTION SERVICE... No-queue, just order and collect ATHARPERS
V an drivers frustrated by having to wait in line to collect pre-ordered items could be a thing of the past thanks to a clever electronic fob and reader system designed by Noel Harper, Managing Director for Harper’s Specialist Cables and Components, Castlereagh, Belfast. “When Covid-19 trading restrictions came into play, it was an opportunity to do things differently and additionally help our staff and customers keep safe,” says Noel. “Having recently built a new lighting showroom, we had decided on the area adjacent for the trade counter. Timing coincided with lockdown allowing us to amend the design away from the traditional open counter and display
layout, to screened service hatches and four bays of collection cubicles. Orders phoned in ahead of collection will be left out in this room on a numbered cubicle shelf. Currently we just need the paperwork signed but this will change as we improve the service.” “It is a radical change away from how trade custom is conducted, but very effective in limiting personal interaction and unnecessary close contact. The majority of our customers are account holders and will have discussed the day’s requirements prior to requesting goods be left for collection or delivery. At the time, wholesalers appear to be responding to a varied and unpredictable demand in the market. Order levels may
be reduced, nevertheless the wholesaler seeks to provide a quick and efficient service and Harpers are adapting to assist their efforts.” “We saw this period of adaption as an ideal moment to implement a new collection system and improve our service to the majority of our customer base.” Automated Collection Working closely with a product designer, Noel created an electronic collection system that would eliminate time-wasting queues for their clients’ busy delivery drivers. Noel explains, “Regular account holders will now receive electronic key fobs that are digitally linked to their company account with Harpers. These fobs can be issued to their van driver or assigned person when picking up their ordered items. The wholesaler customer places an order, we assemble it and place it in a numbered compartment inside the new
“When Covid-19 trading restrictions came into play, we knew we had to adapt and do things differently to help our customers feel safe.”
HOWTO ORDERANDCOLLECT
DURINGOFFICEHOURS:
FIRSTLY, THE ACCOUNT HOLDER CUSTOMER PUTS IN AN ORDER BY PHONE OR EMAIL: +44 (0)28 9079 2155 or email: info@cablespecialists.co.uk
• The order is prepared and put into a collection compartment at the trade counter • The customer arrives at the counter and presents the electronic key fob to the card reader • Customer lifts items in numbered compartment • Customer leaves
12 | IRELAND’S ELECTRICAL MAGAZINE
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