Fabricator Support Update
Tuesday 24th March 2020
As we are sure you are aware, the situation surrounding COVID-19 is fast moving, but we endeavour to keep you up to date with any impact on the service or support CDUK provides as soon as possible.
Following the latest government advice broadcast by the UK Prime Minister yesterday evening, we can confirm that CDUK will continue to trade and service our fabricator partners to the best of our ability. This, along with ensuring our people are safe and healthy, is our priority therefore there are some changes we must make today. Please refer to the update below for full details from the teams affected, all other services remain as per the update on Friday 20th March.
Customer Services Team
Unfortunately, the Samples Team can no longer process orders for bespoke size samples until further notice. The team will continue to process requests for literature and standard size samples.
The Customer Service Team is still available to process your orders as per our standard operating hours, from 8am to 5.30pm, Monday to Friday. There has been no change to this service.
Unfortunately, with immediate effect, workshop services such as thermoforming are unavailable until further notice. We apologise for any inconvenience this may cause you and when we can get this back up and running, we will let you know.
We are also no longer able to offer the collections service. We hope you can understand the reasons why but please rest assured that we will continue to deliver to all areas of the UK and Ireland where possible. The lead time remains as per the update sent to you on Friday 20th March: delivery times have been extended from 24 to 48 hours for the UK mainland and our customers in Ireland will also see their delivery times extended by one further day than the standard service. The cut-off time for all orders with our Customer Services Team remains at 3pm.
The team is still working hard to deal with payments as quickly and efficiently as they can between 8am and 5:30pm. We appreciate your patience and understanding as they are working in unusual circumstances.
If you are having or expecting financial difficulty through these challenging times and would like to discuss this with us then please contact our Head of Finance, Margaret Ferris on 0113 201 2253 or email email@example.com
Friday 20th March 2020
From Monday 23rd March until further notice our teams have had to make some changes to how they work to accommodate for restrictions in our day to day lives as a result of COVID-19 in the UK and Ireland. These are the changes we are making and the support that we are offering to our fabricator partners in the coming weeks.
Customer Services Team
The Customer Services Team remains on hand to take orders by phone and email between 8am and 5.30pm, Monday to Friday. Most of the team is working from home to ensure service continues but please be patient with us if things take a little longer than usual. Contact details remain unchanged, you can call 0113 201 2244 or email firstname.lastname@example.org
The Samples Team is working from home and can help with any literature requests or standard size samples that you require. Please allow more time than usual for these to get to you, it will take around 5 working days during this period. Bespoke samples may take longer.
For the health and safety of our people and partners the Reception Team has decided to cancel any meetings to be held at CDUK for the foreseeable future.
We will continue to deliver to all areas of the UK and Ireland where possible, although this will become difficult if the governments enforce any local or national movement restrictions.
The lead time will be longer to allow for staff absences in our warehouse and the delivery service. We will be extending our delivery times from 24 to 48 hours for the UK mainland. Our customers in Ireland will also see their delivery times extended by one further day than the standard service. The cut-off time for all orders with our Customer Services Team remains at 3pm.
Our drivers will no longer require a signature on delivery but will use the recipients name as proof.
Collection of your products directly from CDUK is possible between 8am and 6:30pm but we will make a few requests from your drivers to ensure the health and safety of our people and yours. We would appreciate that you and your team comply with these requirements as we are doing our best to help you.
Our stock levels are strong at the moment, with the exception of Corian® Cast Sinks and Basins with which we have been having some supply issues recently. We are in daily communication with our key suppliers and we will let you know of any potential major stock shortages if this becomes an issue. The weekly operations summary email will be sent as usual.
Our workshop is very busy at the moment and although we will continue to offer workshop services to fabricators for as long as we can, including Thermoforming, please be aware that you may be quoted a lead time of 3-4 weeks to allow for staff absences.
The Credit Control Team will be working from home between 8am and 5.30pm, Monday to Friday, in cooperation with our Customer Services Team. They will be on hand to process payments and handle account enquiries. As with the Customer Services Team they are working in unusual circumstances so please be patient as we try and help you as much as possible.
We know finances will be difficult to manage in the coming months for many of our customers. This will be a tough time and your priority will be on keeping your workshops working alongside buying in new materials for upcoming projects. If you are having difficulty and would like to discuss this with us then please contact our Head of Finance, Margaret Ferris on 0113 201 2253 or email@example.com
Sales and Marketing Team
Due to the current situation and advice regarding travel restrictions we have suspended all external sales visits to customer premises. All Area Sales Managers are available via phone or digital communication to answer any questions, queries and provide account support, particularly in relation to our upcoming 2020 Fabricator Product Guide launch.
Our Technical and Training Team is not visiting sites for technical inspections or training sessions and the Training Workshop in Leeds is closed to visitors. Technical support is available as usual from Paul Richardson our Technical Manager on 07866 818080 or firstname.lastname@example.org he or the Training Consultants will be able to help and support you using video communication if required.
The Marketing Team has cancelled the free Half-Day Fitter Training event scheduled for 18th June but will continue to take bookings for the events on 11th September and 13th November. The team are working hard to ensure you all have a copy of the 2020 Fabricator Product Guide in time for its launch on 1st April.
If you need logos, images or product information for any website or marketing projects that you may be working on please email email@example.com