Kellaway builds links for its customers
March 2006
Bristol’s largest independent builders merchant has just launched a new website designed to enhance their service to customers.
One area where Kellaway Building Supplies scores highly is the level of service and unique relationship it has with its customers. Wanting to take that a step further, the company researched what websites can offer customers - particularly those in the building and supplies industry.
“We found that we needed an easy to navigate site, which gives concise information and one which can grow with the company and its customers” says Managing Director, Julian Milligan. “We looked at not only our competitors, but the retail industry in general to see what we could add for our customers, yet keeping the appeal of the site to be friendly, helpful and professional.”
A special “toolkit” section includes interactive conversion charts and links to some of the key agencies which the small to medium builder running their own business would find useful. Official information on planning, building regulations, health and safety plus construction skills is available, along with links to suppliers of Kellaway.
Kellaway felt that providing an information hub as a resource for their customers was perhaps more useful to their customers than online selling. However they have designed their site with the scope to grow e-commerce in the future.
The approach taken with the website is mirrored in the Kellaway branches too. Friendly and knowledgeable staff; a number of whom have been with the business for many years with the ability to deliver real service, giving the customer what they want.
And of course with our customers’ expectations ever rising, Kellaway is investing in enhanced customer service programmes for staff in order to “raise the bar”, keeping ahead of the national merchants.
“We believe this level of commitment to service is reflected in the design and content of our new website too.” Adds Julian.
Why not visit www.kellaway.co.uk and give them some feedback about their site. They are always interested to know what people think! Plus there is often some sort of competition going on or promotional offers downloads.