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Making 2025 The Year of Customer Service

Buying shelving or racking for your warehouse is a significant investment. The structure has to meet important targets for your business by boosting your space, driving efficiencies and maximising productivity while helping you to increase profitability. On top of that, as a structure that can work hard for the lifetime of your business, it also needs the flexibility to meet your future requirements. It goes without saying, you need a supplier who supports you at every step.

That’s why Whittan wants to make 2025 their year of customer service, here’s what you should expect from your supplier.

 

Why is customer service important?

In today’s fast-moving logistics environment, the warehouse has become a diverse arena. Warehouses have diverged into multifunctional spaces and now cover everything from holding stock to processing orders to accommodating automation, recycling zones and handling returns.

As the requirement list increases, so does the racking’s complexity. Incorporating this myriad of functions within your racking also increases the risk of issues cropping up throughout the design, installation and maintenance of your structure. That’s why customer service is so important. You need a supplier who guides you through the process and removes the headache of managing your storage equipment.

 

Customer service when ordering racking

Great customer service starts with the consultation phase. Look for a supplier who visits your warehouse to understand available space, your current requirements, future business goals, equipment used in stock picking and main deliverables for the structure. This information is central to designing a solution that will meet your expectations.

Does the supplier work with a team of technical experts and designers who are experienced in racking and shelving solutions? They should provide you with accurate proposals, options for layout and a detailed quotation. The consultation process should also address potential logistical challenges that could occur during the installation phase – any unaccounted issues can quickly add to the final cost.

 

Training your team

Once your racking is in place, it needs maintaining. The best place to start is by providing your team with training on how to work safely around the structure while minimising damage. Look for a course like our Rack Safety training which instructs on correct loading methods, understanding key racking components and identifying damage. This training should also prepare a nominated member of your team for the role of Person Responsible for Racking Safety (PRRS). To meet H&S requirements you need a PRRS to undertake weekly visual inspections and keep a formal written report on their findings.

The support from your racking supplier should extend to offering a training course. With demands on staff time, ideally, you want a supplier who carries out the training at your site using a qualified expert racking inspector. This allows them to tailor the session to your company, addressing specific risks in your warehouse and offering practical advice.

 

Expert Inspections

As required by the HSE, at least once a year you need to conduct an expert inspection on your racking. This can only be undertaken by a qualified professional who ideally is a trained SEMA Approved Racking Inspector (SARI).

At Whittan, our SARIs will visit your site to conduct the inspection and provide a comprehensive report that grades damage using a traffic light system to signify the severity. They will also offer a quotation for repairing damage and outline ways to avoid similar issues occurring in the future. This includes introducing you to our range of Accessories and Protection work equipment, such as barriers, upright protectors, rails, signage and floor markings.

 

Customer service from Whittan

At Whittan, we want to make it easy for businesses to identify, install and immediately benefit from their storage solution. That’s why, aftersales isn’t an add-on and instead forms an integral part of our package that covers the lifetime of your equipment. If you’re looking for a storage provider that supports you every step of the way, why not get in touch?

 

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