SeFUice Call Help Desk proves valuable dealer tool

lnformation Seruices for [3M 0ealers

The old adage that -knowledge is power'is especialty pertinent in difficult times like these, when every bil of news, data and infor. mation can become criticalto competitive advantage. As the leading voice ol th6 Norh American structural wood panel and ergineered wood ptoducts industry, APA can become a valuable information clearinghouse for building material retailers who sellthose pmducts.

Here's how:

WoodUniverslty.org

WoodUniversity.org is an mline engineered wood produet training resourcc. Several courses are offered and more will be added in lhe futurs, Ol particUtar value to retailers is Course 101, Unit 2$elling Hngineered Wood, which is particularly welt suited to new sales ernployees. WoodUniversig courses are lree

BuildaBettcrtloms.ors

The BuildaBetterHome site provides construclion details and tips to prevent moisture intrusion and resulting problems in residential construction. The sib is deslgned for design and construction pto{essionats and includos links to APA puHications on the subprt than can be used as valueadded tools by dealers. A related site, FreeFromMold.org, is designed specificaily tor homeowners and offer$ tips on how to maintain a moistur+free home snvironment.

DatsiTralnlag $emlnerr .,1

EWP specialisb from APA's Fhld $oMces stafi are available to conduct training rreetings and seminars hilored to the sales training needs of building miterbl retailers. Usually conducted in coop'. eration with local or regional dealer associations, these events can be invaluable for both new employees and seasored veterans.

Perf ormancgPanels.com

PerformancePanel,com is an APA site devoted exclusively to products and applications for the industrial market, from upholstered fumiture and kitchen cabinets to crates, pallets, boab and signage. Dealers selling to industdal customers can profitably use thie site to enhance lheh valueadded services. The site includes links to man. ulacturers EJat produce panels lor industdal applications.

Product Literature & Appllcation Tlps

AFA maintains a comprehen*ive library of product and applicalion literature, including a series of problem-prevention Builder Tips that can be inmrporated by dealers into their customef service pro. gram. Most APA publicalions can bE downloaded tree from the APA website.

Environmental & Grcen Building Info

The Green Topics section of AFAs website includes a variety of infomation in support of the environmental merits of wood products, including facts and figures on sustainable forest management, the life cycle advantages of wood, the low formaktehyde emissions of EWP, and links to other valuable information resources.

N /I'ERRITT Kline jokes about his first few days as the IVIguy in charge of APA's brand new Product Support Help Desk. "There was a desk, a phone, and stacks of engineered wood product information, but that was about it," he recalls now, nearly l3 years removed from that day back in October 1996, when the help desk opened for business.

One of the first help desks in the wood products industry, the function today is an indispensable part of the association's technical and market support program. "I can remember when we didn't have it," says long-time APA senior engineer Ed Keith. "And I don't know how we got along without it. It's a huge time-saver for the engineers and scientists who used to have to field routine inquiries. And it's a great service to users, specifiers, building material retailers, distributors and others because they receive immediate answers and assistance."

The help desk was created on models taken from the burgeoning computer software industry, which found itself flooded with myriad and sometimes complicated questions from product users.

APA's help desk operated from its inception with software that helped manage information storage and transfer. But in those early days, the help desk ran without the benefit of what by today's standards are vital tools-the Internet, email and electronic documents. Incoming calls went through a switchboard, and "we relied on photocopies and faxing of paper documents for information transfer," recalls Kline. "We were still wearing ties to work then, too," he adds with a smile.

The latest technology, including an automatic call distribution system and Internet capabilities, was soon added.

An even bigger challenge, Kline recalls, was simply "learning the range of information resources available and developing a logical system for cataloguing those resources so they could be put to best use. I thought setting up the help desk software would be the major obstacle in getting the operation off the ground. But knowing where to look for information was the hardest part."

The desk, which operates as part of APA's Technical Services Division, receives approximately 12000 inquiries annually. About two-thirds are phone calls, with most of the remaining arriving via email. A few letters, faxes and occasionally even visitors come in. The phone number (253-620-74O0) and email address (help@apawood.org) are featured in all APA publications, news releases, and advertising. In addition, some 40 APA member mills include the number with their panel or engineered wood trademarks.

The value of the service continues to grow over time because all calls are logged into a database, adding to a

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Since our recent plant loss due to fire, we have received great support and encouraSement from our customers, suppliers, and friends. We would like to express our heart felt gratitude

Cascade Structurai Laminators is open for business and we are moving inventory from our Chehalis facility to meet your glulam needs. We are working hard and committed to continue being your one-source glulam manufacturer. Call us ar 541 -726-9836.