Drop-box initiative boosts customer service

The PTS drop-box initiative has boosted customer service at 140 branches
A number of PTS branches have seen a boost in service levels thanks to a unique drop-box which allows them to offer unrivalled availability across its extensive spares range.

The secure drop-boxes, which are currently fitted at 140 branches, are located outside to make them accessible to an overnight courier. This allows the PTS team to have orders ready and waiting for customers when the branch opens at 8am. For the first time, spares can be ordered via a dedicated national telephone line until 8pm with guaranteed pick-up the next morning.

All parts ordered on a Friday are also automatically delivered via the drop box for Saturday morning collections.

Stuart Hough, managing director of spares for PTS and the wider Travis Perkins Group, said: “The way consumers want to shop has changed and we need to recognise that professional purchasing also needs to evolve. The simple drop-box system revolutionises the speed that domestic or commercial customers can gain access to spares which is often vital when an emergency strikes or a deadline is imminent.”