When it comes to customer support, Platinum International has always been passionate about delivering ‘The Platinum Experience’. This means that it has the right services and tools available to its customers, ranging from an experienced customer services team to tailor-made IT solutions. PMF finds out more.
The company first released its online battery portal with the VRM functionality back in 2012, and now has more than 4,000 users – averaging 30,000+ VRM lookups per month. The current portal enables the customer to input a vehicle’s registration number and return the correct battery, as well as the ability to download fitting instructions if needed. To date, this function has been used over two million times with 15,000+ fitment instructions downloaded.
With the introduction of lubricants to the business and the ever-evolving IT solutions in the automotive aftermarket, Platinum made a decision to re-develop the portal to meet technological demands. The re- development sees the old system completely overhauled, improving the look and feel, as well as providing additional functionality to further aid customers.
Users will now be able to carry out a vehicle lookup via registration, on both batteries and lubricants, based on the brands they sell, ensuring that not only the correct battery is fitted but the right lubricant is used. This is all complimented by a fully responsive website that enables smooth viewing regardless of the device used, allowing for quick access to crucial product information on demand.
Customers have the ability to freely view historical, as well as current orders, proof of delivery notes and return notes. These are only a handful of features on offer. Additionally, battery scrap collections can be raised and hazardous waste notes viewed and downloaded as evidence for the environmental agencies to prove that correct procedures have been followed to meet the waste disposal regulations.
Even now, after the revamped portal has been launched, Platinum is already looking ahead and exploring ways of improving customer experience. In the future, the service will be able to offer bespoke user dashboards, analysing buying patterns and product mixes which will ultimately give a quick glance at how the customers’ business is performing and highlighting any opportunities missed. The ability to order products directly through the portal is already in development, with a view to being released in the next version of the portal that will carry added functionality, such as repeat orders and favourite products. To accommodate customers outside of the UK, Platinum also has plans to make its portal multilingual, translating the content into the most commonly spoken languages in Europe.
Overall, Platinum International is very excited about the new opportunities and potential of the portal as it continues to develop its customer services.
