Best Manufacturer/Supplier Customer Service

Manufacturer: Apelson Appliances UK LTD

Entry Statement

Apelson Appliances has continued to build strong momentum within its Trade Sales division, supported by a customer service function that is fully embedded into the heart of the business. As demand has grown, so too has the volume of direct customer interactions, with both call and email activity increasing year on year. This reflects not only business growth but also the trust placed in Apelson as a responsive and reliable supplier. It should be noted that reported call figures represent inbound enquiries only, excluding any internally transferred calls.

Customer service excellence is a core principle across the organisation. Every customer email is treated as a priority, with a strict internal target of responding within one hour. This standard is consistently maintained, ensuring customers receive fast, clear and dependable communication, even during periods of high demand. The focus is always on resolution, with the aim of ensuring no query is left unanswered.

The strength of Apelson’s service offering is further enhanced by the way teams are structured. Customer service and operations teams work in close proximity and maintain constant communication throughout the working day. This integrated approach allows issues to be identified, escalated and resolved quickly, with many cases being concluded on the same day they are raised.

Apelson also supports its customers with a flexible and responsive delivery model. Next day delivery is available when required, ensuring urgent requirements can be met without delay. Close collaboration with haulage partners helps maintain service continuity and ensures that any delivery challenges are dealt with promptly. In addition, the introduction of an in-house delivery driver has further strengthened local fulfilment capability and improved turnaround times.

Overall, Apelson Appliances delivers a highly responsive and solution-focused customer service experience, underpinned by strong internal collaboration and a commitment to continuous improvement. This makes the business a strong contender for Best Manufacturer and Supplier Customer Service.

Entry ID: 5608

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