Hurst Doors’ new ‘Your Hurst’ online customer support package, created in partnership with The Consultancy, is on track to achieve meaningful payback in just a few months. Together with the existing Hurst Live Trade Portal, Your Hurst is helping to deliver increases in both customer numbers and weekly door volumes.
The Consultancy, now part of the Business Micros Group, began working with Hurst in 2019 to deliver the impressive trade-only portal which encompasses everything from a lead generating door designer to an online ordering solution. Now, it has completed the next phase of the project, adding online payments, live order tracking, access to a complete suite of marketing support materials, and a useful live chat function.
Richie Thornton, Director at The Consultancy, explained: “Hurst are deriving real commercial benefits from what we have delivered so far, so it makes perfect sense for us to continue developing and enhancing that digital offering for them. The new Your Hurst package gives them a new way of getting closer to their customers and strengthening those relationships, without a huge investment in manpower.
“The focus on what we have done for Hurst has been on creating a stylish and user-friendly interface, underpinned by a robust and secure platform. In terms of customer engagement, we have used all our market knowledge and experience to deliver something which works for their trade installer base, but we have also used our technical skills to integrate that successfully with their existing pricing model and migrate the whole portal to a brand new server.”
From Hurst’s perspective, one of the key benefits of the new portal is the way it has given the sales team more time to invest in building better partnerships with existing customers, rather than having to concentrate on processing their orders, and in freeing up time to win valuable new business accounts.
The portal is improving the efficiency of Hurst’s own sales and order processing and is also giving its trade customers the opportunity to become more efficient as well. They can work on pricing and quoting at any time that suits them and the new ‘Your Hurst’ function allows them to access useful brochures, technical documentation, ‘how-to’ videos and live chat to get even more value from Hurst as their door supplier.
As well as Hurst Live and Your Hurst, The Consultancy has also delivered a Hurst Door Store via its sister company The Glazing Vault, which enables trade customers to host the Hurst Door Designer on their own websites, fully tailored to their own brand and linked directly to Hurst for online ordering.
Richie Thornton said: “Our partnership with Hurst is going from strength to strength as they make the most of our skills and experience and we help them to strengthen their position in the marketplace.”