UPVC roofline manufacturer Kestrel reports service levels ‘highest ever'

Leading UPVC building products manufacturer Kestrel is reporting that service levels have reached an all-time high after centralising its operations in Scunthorpe.

The brand has sustained an on time and in full (OTIF) rate of 99 per cent over the past four months, according to customer service manager Patsy Payling.

She explained: “Moving to one site in Scunthorpe has improved communication between departments, which is reaping dividends for our customers.

“Our service levels are at an all-time high, and we have recently rolled out a new IT system, which gives our team an even better picture of stock and distribution.”

The new IT system, which centralises and simplifies data on stock levels, distribution and ordering of the brand's UPVC fascia, cladding and window line ranges, is already believed to have had a positive impact on service levels.

“We can see all of the information we need on one page which saves us time and helps us give very accurate information to our customers,” Patsy added.

An improved IT infrastructure is part of the UPVC building products manufacturer’s wider move to centralise operations, which saw its manufacturing, distribution and customer services functions come together on one site in Scunthorpe.

Sales and marketing director Simon Reynolds said: “The roll out of our new IT system was part of the larger plan to centralise operations in order to improve our service to customers.

“Since March we have achieved an OTIF rate of 99 per cent, which is testament to the skills and determination of all departments working together as one team.”

The past year has also seen significant investment at Kestrel in new tooling, machinery and delivery fleet aimed at improving product consistency, deliveries and service levels.