INDUSTRY
VENDOR PROFILE
30 YEARS OLD AND STILL LEARNING Office seating and home office furniture supplier Teknik found itself deluged with frantic customers at the start of the pandemic and, thanks to its emphasis on customer service and good communication, the company ensured that everyone received their orders in good time.
W
hen the first national lockdown
enormously in reducing the volume of emails and
was announced on March 23, 2020,
‘phone calls.
it changed how and where many
“This is something I’ve been wanting to do for a
people worked at a stroke. It also
while. I was forced by circumstances to stop pondering it
meant a lot of businesses needed
and actually do it so, bizarrely, I am quite grateful for the
home office equipment and supplies as soon as possible – resulting in a deluge of calls from reseller and end-user customers to Teknik for products. At the same time as dealing with new ways of
‘nudge’ as it has been very well-received!” Teknik already had a large range of home office desks and matching ancillary furniture available, having started to focus on the sector about five years ago in
working themselves, Teknik had to focus carefully
order to differentiate themselves from the competition.
on keeping information flowing to customers. “We
This process was accelerated over lockdown. “Rather
thought we were already good at this but learned, very
than suddenly adding a new range as a response to the
quickly, that our systems needed refining – this was
COVID demand, it was a continuation of our planned
a fast and steep learning curve!” says Mark Galliano,
range development,” says Mark.
director of Teknik. “Prior to lockdown, we had already taken steps to
NEED FOR SPEED
move paperless so, thankfully, we had already done
Teknik holds stock and delivers it to end-user customers
some of the work. Developing our customer portal
for dealers. Mark explains that this meant they had the
created a backdrop for other adjustments we needed
systems and logistics in place to address the need to
to make - which has helped both us and our customers
get products quickly to end-users.. “Larger customers
[10] FEBRUARY 2021
www.dealersupport.co.uk
