The world is constantly evolving, so we’ve also freshened up our brand look…
…but it’s not all about the looks!
For the past year, we’ve been working hard to make this change happen in a way that allows us to keep our core identity of being a friendly and reliable supplier of top-quality products, and enhance this by improving every level of the business, both visibly and tangibly.
It’s a continuous process and we still have a few outstanding tasks on our to-do list, but we’d like to share some of the things we’ve already done and some that are currently in progress.
Our first task was to write a vision statement that would be at heart of our brand identity and explain our direction as a business in one short sentence, focusing on three crucial elements of Wickens: outstanding products, excellent customer service and our people.
OUR VISION
We provide our customers with outstanding products and unrivalled service by continuously developing our people and investing in manufacturing technology.
PROCESSES AND COMMS
Then we’ve spent time mapping our processes and our communications with you from the moment you send us an enquiry to the day the goods are delivered.
This resulted in a clear understanding of what we’re good at and how we could improve in terms of customer experience.
Since then, a range of “touchpoint” emails have been created, some are live now with the remainder launching very soon!
These comms range from a “Thanks for your enquiry” email, acknowledging that we’re working on it for you, to a more user-friendly version of our Order Acknowledgements and even a pre-despatch message of “Your order is arriving soon”, which will be launched in due course.
Our aim is to provide a services that’s as close to a B2C model as possible, bearing in mind the industry and the B2B environment we’re in.
INVESTING IN MANUFACTURING TECHNOLOGY FOR IMPROVED PRODUCT QUALITY
We’ve gone through a lot of substantial changes over the past few years. Production grew so rapidly that the headcount nearly doubled, so a two-shift approach was introduced to ensure that we could maintain our lead times.
Customer feedback has always been important to us. We’ve listened and we’re investing significantly, into our people, our manufacturing machinery, and our facilities, so that the products we offer exceed customers’ expectations.
The first in a long list of new projects kicks off this month, when we prepare the factory, ready for our brand-new paint facility. This project includes the installation of our first powder coating line along with a new, larger wet paint cell.
Ironically, we are also improving our own storage facilities: a purpose-built Rack Clad Building, designed and manufactured by us, will be erected on site in the next couple of months expanding our storage and manufacturing capabilities.
Our expansion doesn’t stop here and we’ll have more good news to share in the near future.
