In the last issue of Total Fabricator, our ‘behind the scenes’ feature at Selecta Systems looked at the many aspects of marketing support. Continuing with the service and support theme, Technical Manager Cliff Prosser, provides you with an insight in to the realm of technical service and support at Selecta.

Previous behind the scenes features have seen us explain how heavily important we value the personal, flexible and comprehensive service and support side of the business. It’s an area we have always seen as key and it’s no different when it comes to the technical service and support side of the business. We genuinely see our technical department as an extension to your business, providing an array of technical information, assistance, on-site training and guidance alongside our internal and external technical support services to customers.

Co-ordinating and carrying out administrative duties within the technical department is Michele Statham. Her methodical and meticulous approach to the role is key to the smooth operation and success of new customer conversions and set-ups.

Michele is responsible for all stock tooling and special tooling orders for customers, liaising with suppliers and maintaining stock levels. She also works closely with customers and suppliers in organising and ordering the window and door fabrication software package.

One of Michele’s other key responsibilities is managing the technical engineers diaries, of which we have three permanently based on the road, with Kevin Clark covering the north, Steve Belshaw the middle and Kevin Mascall in the south of the UK. Two further internal technical staff can also be called upon to provide support on the road, when and where it may be required. Michele will make certain that all the necessary paperwork is in order, orders are placed and tooling is ready, ensuring for a smooth set-up or conversion to our window and door profile systems.

Our technical engineers provide remote and on-site assistance, guidance and training for all aspects of fabrication and installation. One of the initial key aspects of their role is during the initial set-up and conversion of customers to our profile systems. Factory layout planning, the fitting of machinery tooling, window and door fabrication training, software instructions and all relevant profile system advice is provided from the off, with continued support throughout the customers connection with Selecta.

We have found that our technical engineers build up excellent relationships with our customers base, mainly due to their exceptional knowledge, experience and flexibility of being able to provide a trustworthy and comprehensive technical service and support role. They are seen as the ‘fabricators best buddy’ as they see this is an invaluable service, as and when issues arise, with their extensive fabrication knowledge and ability to assist window and door manufacturing. Couple this with the capability of being able to carry out set-ups and minor machinery repairs, they quickly become the go to guys!

My role, at Selecta, sees myself managing and supervising the technical department, whilst also providing a technical support service to customers, specifiers, homeowners and all those who require specialist technical assistance and guidance. From overseeing new customer conversions and set-ups or advising a homeowner on how to adjust a hinge, to facilitating product testing or advising a confused customers on building regulation changes, every day is different!

The latest and future proposed changes to Document L of the building regulations have seen further investment in our research and development programme. With our existing ADVANCE 70 system meeting the 1.2 U value requirements, we have been looking at both product and glazing capabilities to improve this further. By mid-October, I will have completed a training course to become a WER / U Value approved simulator, thus being able to provide further support to our customer base.

This will aid us further in working towards the proposed 2025 Document L changes as we invest more resources in to developing our window and door solutions. Our company ethos however will remain. Any new developments and improvements shall continue to be fabricator and installer friendly, whilst also being cost effective as is possible for the fabricator and installer.

Over the last couple of years and within these behind-the-scenes features, we’ve mentioned that customer service, support and care remain high on the agenda. Communication is also key. Working with the Marketing Manager, Mark Walker, we have introduced and launched a number of technical information sheets and guidance documents.

We launched two PAS 24 Window and Door Technical Guidance documents, providing customers with a simplified and detailed overview of how to fabricate PAS 24 windows, single leaf and French doors. The simple and effective guides, itemise each piece of hardware, its product code and a visual guide as to where it should be fitted. Feedback from customers has been extremely positive, with the main plus point of being how simplistic and easy to understand the documents were.

This was followed up with the “What the F & L?” Technical Guide, which again was a simplistic overview of the recent changes to building regulations Document F and L. The much talked about trickle vent and U value scenarios and permutations were broken down in to bullet points, thus making the requirements easier to understand.

These three technical guides are just a couple of instances of what we do ‘behind the scenes’ to keep our customers informed and up-to-date with industry requirements and how to comply. To be perfectly honest, it’s very difficult to provide an all-encompassing behind the scenes insight in to our technical support and services. Again, it’s an area that is evolving all the time as we focus on providing a unique, personal and informative service and support package. Technically speaking, it’s all about providing the perfect mix of service, support and communication to strengthen and enhance our relationship with our customers.

What we have learnt over the last few years, is that many events have had, and continue to have, an impact on the way we live and do business. In light of all this, Sales Director Andy Green says it’s “all systems go” at Selecta, explaining the planned systematic approach to future proofing the business and the benefits of using a family and independently owned, UK based PVCu systems company.

There have been plenty of highs and lows within our industry over the last few years and there certainly seems to be further challenges ahead for all, from both a business and consumer point of view. The majority of the industry have experienced increased and record sales, which in-turn has led to many discussions anticipating when the bubble would burst. There is no doubt that the current bout of ‘party’ politics, inflation and soaring costs will have an impact on some within our industry.

So, how well prepared are you, your business and your key suppliers?

For Selecta, the continued success of the last few years have enabled ourselves to invest further within the business and bring forward expansion and improvement plans. The objective being, to provide a strong and solid business for all of our customers and employees for years to come.

We’ve strengthened and further improved our extrusion facility, it’s capabilities and capacities. New and replacement extrusion lines have been installed, improving production quality, facilities and output. New tools and dies have been purchased for key product lines, again improving quality and capabilities. New silos have increased raw material storage and increased end product storage space enables more bar length material stock holding.

We have seen an additional new high speed lamination machine installed, with investment in staff recruitment increasing the number of shifts within the area. This has increased coloured profile stock holdings, as colour continues to grow. A business restructure has seen the lamination area benefitting from increased profile storage space.

Transport and logistics has also seen large investments in its infrastructure. New trucks have been added to our fleet and our recruitment drive has seen us almost double the number of drivers on our books, providing ourselves with far greater flexibility when it comes to delivery options. There are also a further three brand new trucks on order, which with the current situation of delivery timescales, will be arriving in the new year.

Our marketing support has gone from strength-to-strength with an array of new brochures, materials and literature, whilst a new Selecta website is just on the horizon. This will be further supported by a homeowner based website, together with a find a fabricator / installer function to further support our customers and used as a sales generation tool. We also have another innovative feature up our sleeve, again with the aim of supporting and strengthening our relationship with our customer base further.

Connect, our online customer support portal is currently undergoing a re-vamp with some exciting new features being added. This will enable customers to ‘stay connected’ at all times, thus developing our communication channels.

It’s these kind of developments and investments that demonstrate our continued commitment to strengthening our position in the market, whilst providing a range of quality products, service and support package that customers expect. Being family and independently owned has meant that we could re-invest and expand areas within the business quickly – no backwards and forwards with a huge board of directors, shareholders or investors! Being a UK based extrusion and distribution systems company has also taken away the logistics and complexities of dealing outside of the UK! Why am I telling you all of this? Putting it quite simply and as you know, your supply chain is an extension of your business. They fail, you fail. Whether that’s product, service or support related, your supplier is a reflection of you and your business. In good and bad times you need to be able to rely on and trust your suppliers. At Selecta we believe we have future proofed the business, for the benefit of our customers and employees. At Selecta, it’s all systems go…

As a leading PVC-u extruder Selecta Systems has a lot to celebrate this year and the very positive feeling about the future is evident from the moment you walk through the door. Increase in demand for existing products is generating a buzz around the whole company, while new developments that are due to be introduced throughout 2017 have reinvigorated the entire team.

Talking to Andy Green, Sales Director and Mark Walker, Marketing Manager about future direction for the company that launched their first profile system onto the market over 35 years ago, there is an evident enthusiasm about the future. It is very clear that the intention is to breathe new life into the sector, with a progressive approach and focused direction in taking the company forwards – not just for Selecta but for its customers.

For Andy it is now Selecta’s time to shine and lead the way. Having re-evaluated Advance 70 alongside trends across the domestic and commercial sectors, a number of new products are about to be launched onto the market that will revolutionise the industry.

In a unique move, the Flush Sash Window, marketed as part of The Traditional Window Collection, has been developed from the original Advance 70 system and with customers in mind – providing major technical and cost saving advantages. With simple fabrication from the one system there is no need to buy a suite for the new flush sash and it can be mechanically jointed or welded as preferred, which is a breakthrough that the company is thrilled to be able to offer.

Developed from the original profile system the R&D department has paid meticulous attention to detail in terms of performance, guarantees, market demands and customer comments with a view to providing greater business potential.

Similarly, with the new EASi-FOLD swing and slide door system, which has just passed the PAS 24 accreditation standards, the Selecta team has worked with VBH to adapt the Advance 70 system in a way that provides greater guarantees, and that will ensure there is more choice for customers to build upon new business opportunities.

Discussing growth and opportunity with Andy Green, the idea is to broaden business potential for customers whilst redefining traditional core business ethics that will set the company apart.

Andy comments, “It is very exciting times for us with redevelopment programmes and new products being introduced that modernise the quality standards associated with the Advance 70 System. Innovation, quality, service and support are our key watchwords when it comes to our range.

Equally, the personal touch with customers continues to be a huge part of this company’s success, however, whilst there’s huge growth on the horizon Selecta is committed to customer satisfaction, and still supporting those who have supported us over the years.”

Bolstering The Company

The new development programme has consequently given Mark Walker a far busier schedule bolstering the brand with some subtle but important changes. A new specification guide with concise details and a sharp image reflects the new corporate position of innovation and strength.

Likewise, with Mark the enthusiasm is obvious and his new broom approach reflects a very positive, cohesive team effort. Mark’s commitment and technical expertise has been brought to bear in the new product developments where he intends to give customers complete flexibility and broader horizons.

“We are changing the perception of Selecta through the redevelopments of the Advance 70 and consequently fabrication has now become more efficient.”

Over the last 12 months, the company has earned a hard fought reputation for excellence within the extrusion field and management believe that this is based upon product quality, innovation and the excellent customer services for which the company is now recognised.

Mark comments, “We bend over backwards to work alongside our customers. We are proud of the friendly, flexible approach we have introduced that will help to place them ahead of the competition now that there is much more room for manoeuvre with the Advance 70 profile.”

Technical Superiority

For the entire team technical superiority, premium quality products and performance standards remain a priority with a commitment to provide only the best for customers in terms of support services.

Based in Birmingham, the team prides itself on the reputation it has established over the years as a market leading innovator, with unrivalled technical and marketing support services on-hand as well as quality assurance guarantees.

Already, the encouraging response to the new products and customer support services have demonstrated very optimistic results with an order book that is filling up.

For Mark, the upcoming FIT Show this year couldn’t come at a better time, as it provides an ideal platform for the company to showcase new innovations and additions to the portfolio.

Commenting upon the anticipated performance of the new range Mark states:

“The decision to progress with product innovations has already proved very successful and financially viable. We intend to provide customers with only the highest quality products and offer a forward thinking approach that will assist in the progression and growth strategies of their individual businesses.

Launching new products is always an exciting and challenging opportunity and already it is proving very rewarding. Selecta is well recognized for a wide range of products and is now highly regarded within our target market. More recently, we have gained an excellent reputation as a reliable supplier with quick turnarounds, which is obviously vital in this industry.

Selecta is a company that provides peace of mind and quality assurance for its customers. More and more companies are recognising the superior services and products we offer as standard and are they now experiencing the many advantages to the Advance 70 system.”

Realising the potential within growing sectors, Andy Green has quickly consolidated a strong market position through the launch of new, high quality products that will yield profit for customers throughout 2017.

As with all Selecta System products, design and functionality are of utmost importance to ensure that the perfect finish is always achieved. Via Mark, additional support is also offered in terms of technical and marketing expertise which further substantiates commitment to customers.

Great Potential

Since his appointment, Andy has reinforced the corporate position by establishing a strong, unified team to substantiate the qualities he considers are synonymous with the corporate brand. His belief is that a happy team environment substantiates the corporate success.

Mark feels that with a growing reputation for excellence Selecta differentiates itself from competitors because of product superiority and a passion to lead by example. This fact is endorsed by the increasing number of customers that are placing orders.

It is clear that every effort is placed upon achieving the best results and by adopting forward thinking strategies that can be supported with commitment and a positive attitude.

Andy Green concludes, “With three new products being introduced in 2017 we are already attracting larger fabricators. Thanks to a focused and driven team Selecta will continue to create the right solutions for this industry.

This year sees a new set of corporate values at Selecta and its set to be a great period for the company and its customers.”