Plus Service offers dealers additional security

With more than 35 years of experience in the production of awnings and shutters, SunCircle has built a strong reputation. A crucial factor in the company's success is the comprehensive service offered to dealers and consumers. Tim van Kooten, After Sales Service Specialist at SunCircle, talks about his multi-faceted role and ongoing focus on quality and customer satisfaction.

"My job is multifaceted," Van Kooten says. "I am the link between development, production and sales, and deal with complaints, technical problems and dealer support." SunCircle takes as much work out of the hands of dealers as possible: "If a dealer cannot solve a technical challenge themselves, all they provide is an order number and address details, and we take care of the rest. This saves them a lot of time and effort."

Detect and resolve for even higher quality

Van Kooten emphasizes the importance of data and communication. "We continuously collect data to detect and address problems quickly. This improves product quality and support for dealers." For example, the Service Team together with the R&D department discovered a problem with a batch of solar awnings: "In warm temperatures, dark solar panels were coming loose. We fixed this with a new fastening method and now use a different supplier. Meanwhile, all Dutch customers have been provided with the modified part." Each quarter, Service and R&D analyze new data to prioritize problem resolution. "This has led to a sharp drop in defects and complaints. The switch to cardboard packaging has also helped with this," Van Kooten said.

SunCircle has recently started offering a Plus Service, an extra addition on top of the regular service. This service subscription offers additional security for dealers, providing not only replacement parts but also reimbursing part of the labor costs. "This takes away some of the frustration. We stand for our quality and the quick and proper handling of complaints, so for every dealer the Plus Service is a good story."