Vital Pet Group's customer support team is opening new offices this month in the North of England. It means that customers will once again be able to enjoy normal opening hours from 8.30am to 5pm each day with full-service levels.
The move will also coincide with a new team structure to allow retailers to benefit from a more specialised and improved service.
New appointment, Zoe Fleming (pictured), Head of Customer Experience, says, "This will mean retailers benefit from a better service overall, with quicker status updates and more help to improve profitability."
The new offices are fully equipped and the team will have access to software to better help them identify their customers' purchasing needs. Rather than one team of people dealing with all enquiries, there will now be two teams, with one focused on Service and an Internal Account Management team. The Internal team will be calling retailers on a regular basis to help them make stocking decisions, fill range gaps and take advantage of active promotions. It's a new service that offers a dedicated partnership approach to help improve their customers profitability. The Service team will handle questions about deliveries, order processing and payment enquiries.
Zoe comments: "Every retailer will benefit from a point of contact they know and who also knows their needs and preferences. They will be hearing from us more often with more bespoke promotions and opportunities that are appropriate for their outlet. We appreciate that it's tough in retailing across the board right now and everyone can benefit from using data to help them make good decisions to improve the profitability of their business. As a retail partner we take our responsibilities in this respect very seriously and look forward to having a positive impact on the success of the independent pet trade."
Retailers can find out the latest news and updates, including bad weather alerts, from Vital at www.vitalpets.co.uk or on the company's social media platforms.