The addition of up to 150 new competitively-priced heating and shower spares across the merchant’s nationwide network of branches has been customised according to existing local demand, ensuring installers can quickly source the parts they need.
Ian Caufield, commercial director at City Heating Spares, said the move represents the latest step in a drive to provide ‘gold standard’ customer service: “We’re always looking for ways to save installers valuable time and increasing our stock will inevitably mean they spend less time sourcing, waiting for and collecting parts. In turn, that will increase their customer satisfaction levels.
“To complement our increased in-branch offering, we’ve also expanded our specialist distribution centre in Chorley, which supplies all of our stores as well as fulfilling customer orders directly, and our contact centre call handlers are available seven days a week to answer questions and dispatch products from a 20,000-strong catalogue.”
Supporting City Heating Spares’ commitment to availability is the company’s unique Drop Box initiative, which sees couriers deliver overnight to secure units located outside branches. The award-winning scheme enables week day orders to be available in branch from 8:00am the following day, with weekend orders being delivered for collection on Monday.
Mr Caufield explained that the company’s focus on stock availability and delivery is supported by strong product knowledge: “All of our contact centre and in-branch team members are experts in their field, and our innovative software means we can provide installers with the parts they need, when they need them.”