Metamark has given its customers the ability to order materials online and more besides. The company’s doing this however while maintaining at strength the back-office manned by knowledgeable people who’ll pick up the phone when it rings and still do business the way Metamark always has. Online ordering with traditional service value and accessibility? It doesn’t just sound like a great idea, it is one. Ian Simister, Metamark’s Sales Director explains.
“Metamark Online was a while in the making and we consulted very widely throughout its design phase. We treated the development a little like a new product introduction and that means starting with a customer or market need.
“Many of the customers we spoke to came back to us with responses in their own words that we then had to reduce to a core meaning. Overwhelmingly, we discovered that convenience was at the very heart of what was desired and expected of an online system from Metamark. While it may be convenient for a customer to order online something they may require as a matter of routine, it’s anything but convenient for the same customer to look for advice or support the same way and that’s what guided our thinking.
“We set ourselves some very high standard as we moved forward developing Metamark Online. First, we wanted the experience of using it to be really easy. Second, we wanted to deliver value and usefulness - there’s not much you can’t find out about your business dealings with Metamark via the online service and of course anything can be ordered. Third, we were insistent that at anytime the Metamark online wasn’t giving our customers what they were looking for that there’s always that real person to speak to and they’re never further than a phone call away.
“I see Metamark Online as an extension of an already highly regarded set of business values that make Metamark very easy and enjoyable to deal with. Now, we’ve made dealing with us even more convenient. The core parts of dealing with us are available 24/7 when the desks aren’t manned. It’s another way to get the materials you need, and to do so the way that suits you best.”
