Dedicated services unburdens international customers
When Alan Hampton, managing director of Forfar Rooftruss in Britain, heard about MiTek’s Dedicated Services offering, he was keen to find out more.
Tackling complex designs
Most roof-truss designs are straightforward and can be processed quickly. However, more complex designs can take a lot longer to turn around, tying up the in-house staff for several days at a time. Forfar Rooftruss quickly realised that they can pass these more complex requests to the MiTek Dedicated Services team.
MiTek offered them a trial of the design services. Hampton felt that their in-house designers had a unique approach and style, and was unsure that the Vietnam-based MiTek team would fit in, but decided it was worth giving it a go.
They soon discovered the impact that MiTek’s Dedicated Services had on his roof-truss manufacturing business, understanding their needs and delivering what was needed, with great turn-around times.
The Dedicated Services dashboard means they can see how long the team will need to get the designs back to them, which in turn enables them to manage customer expectations when it comes to delivery timescales.
At the same time, it took the pressure off them. They could concentrate on the other design work and keep their factory production and delivery flow going – keeping all their customers happy.
Scaling the business
They soon moved from the trial to full-on work with the Dedicated Services team. They can now channel all the work from some customers to the MiTek team, with a service that’s seamless. Clients expect high-quality designs and realistic quotes delivered on time, and that is what MiTek Dedicated Services delivers.
It’s given them great confidence in the capabilities available to them, and they have been able to expand their business base to cover new clients, markets and design requests as a result. The market in Scotland for more complex, private, high-value, single-build projects is growing and being able to call on the Dedicated Services expertise, has meant that they are able to tap into this.
There is no issue with them being based in another time zone and the Vietnam team is regarded as an extension of their own. They call upon them as and when they need them, and they never disappoint.
The additional benefits of a dedicated 3D design service mean that they are able to provide clients with great visuals that bring their designs to life on screen, providing context and depth to their projects.
“I’d say that Dedicated Services is a fabulous asset, and I’d encourage anyone who is in need of excellent design-related support to give the service a try.”