Providing qualified technical after sales support has always been a key pillar of the service proposition from SONAS Bathrooms. The company has built a strong reputation in the industry for providing retailers, installers and consumers with quality products that are specifically designed and suitable for use in both residential and commercial applications.
As part of the recent relocation to its new HQ, SONAS has created a state-of-the-art modern distribution facility along with an impressive 4,000 sq ft product showroom to showcase its significant product portfolio. “Adding our product testing and performance demonstration area was the final string to the bow in what we wanted to achieve for our HQ,” said Richard Sloan, Managing Director.
The company employ a dedicated technical after sales team comprising in-house qualified plumbers, a mobile service engineer for on-site call outs and a specialist administrator to coordinate all after sales queries. The team is on hand to respond to all manner of enquiries, from advice on installation to investigating product performance issues. Every query that gets processed through the technical after sales team is handled using a ticketing software system that is managed by the customer service administrator.
“Once a ticket is raised, the qualified personnel will investigate the query in order to diagnose the problem and then provide a resolution,” added Richard.
Ongoing quality control and product development is another key element for the technical team who work closely with the company’s Head of Product Development, Ger Fahy.
“The company’s ethos is to trust and verify, so no decision to launch a product will be taken without the in-house technical team giving the go ahead,” said Ger Fahy.
“Developing the necessary infrastructure was crucial in order for SONAS to ensure that the products we offer are designed and manufactured to the appropriate quality and performance standards. As part of the product development process, we take the installer into consideration as they are such an important stakeholder in the whole process. Providing a product that they can install easily and service with available spare parts is as equally important as getting the aesthetics or the price points right.”
SONAS also places a lot of emphasis on supporting its retail customers. The company has been offering product features and benefits training to customers as part of its Retail Customer Workshops since the beginning of 2018.
“Having the capability to demonstrate how taps, showers and flushing mechanisms operate under different pressure conditions will further add to the customer’s experience when they participate in our workshops, giving them confidence in the products we offer,” said Richard.
As a leading supplier to the bathroom industry, SONAS welcomes all stakeholders for a tour of its facility.
“Retailers, specifiers, installers and consumers are all welcome to visit our HQ, to view our display, our testing area, a tour of the premises and most importantly, meet our team,” said concluded Richard.