BikeBiz Bicycle and cycling retail news
An after hours and weekend contact service has been added to the ATB Sales business to business website as part of a overhaul of the distributor’s online service.
ATB’s ‘Call Me Back’ button allows for what the firm describes as an ‘unprecedented level of immediate service’ and is just one of the fresh features of the company’s latest business to business portal.
Every item in stock now comes with a clear, concise picture, description, product code, trade pricing and an up to the second stock position. The site also drives traffic to ATB’s network of independent dealers.
The man behind the new site is Graham Marcroft, who heads up ATB’s FSA operation and he has been trialling the new customer service operation.
He said: “There must be nothing worse than really needing to get hold of your distributor on a Saturday morning, but having to wait till Monday because they don’t work weekends. I have taken emails from the system on Sunday mornings, Saturday evenings and after hours on weekdays and have called people back to help with their technical or sales enquiries. They have been knocked out by the service, but I am sure some of them contacted us just to test our mettle.
“If anyone wants to lead the pack in business they have to first climb the customer service mountain – and it’s a tricky one to climb because people are demanding more and more immediate service over the internet.
“I would say that ATB Sales is now at the top of the heap thanks to our new website which sends emails to an out of hours phone,” he added.
The website is a combination of B2B areas and B2C pages, password activated by dealers who can get inside the public face of the system to place orders, check stock, monitor their account or just use the b2b site as a great source of information.
The new website is : online.atb-sales.co.uk
