Support Solutions
Service Packages for Building Supply Stores
From a single trade counter to a national merchant network — choose the support program that fits how you trade, then scale it as you grow.
Trade Counter Essentials
For single-store hardware retailers
- Shared helpdesk, business hours coverage
- Phone & email ticketing under your brand
- Product, stock & delivery support
- Returns and warranty claim processing
- Monthly performance summary
Contractor Pro Helpdesk
For merchants with serious trade accounts
- Everything in Trade Counter Essentials
- Dedicated contractor hotline, extended hours
- Priority queues for trade account holders
- Specification & substitution advice desk
- Jobsite delivery coordination support
- Weekly SLA and satisfaction reporting
Enterprise Retail Network
For multi-site building supply groups
- Everything in Contractor Pro
- 24/7 coverage across all locations
- POS/ERP integration & account-aware routing
- Real-time support analytics dashboard
- Dedicated account manager & QBRs
- Custom onboarding per store and region
Every package is quoted on scope and coverage. Talk to us for a tailored proposal.
Contractor Helpdesk Options
Keep Your Trade Accounts Off Hold
Contractors choose merchants who answer. Add a dedicated hotline layer to any package and give your trade customers the priority treatment they expect.
Priority Voice Line
A dedicated number for trade customers, answered by materials-literate specialists in under 30 seconds.
Extended & 24/7 Hours
Early-morning site starts and late finishing don't stop — neither does your hotline. Choose the coverage your trade base needs.
Account-Aware Agents
Agents see trade account history, credit terms, and open orders before they answer, so contractors never repeat themselves.
Jobsite Issue Resolution
Short deliveries, damaged pallets, and substitutions escalated and resolved with your yard and logistics teams directly.
Onboarding Workflow
Live in Four Steps
A structured onboarding that takes you from discovery call to fully operational helpdesk — typically within 30 days.
Discovery & Audit
We map your stores, product ranges, trade accounts, and current support volumes to define the exact service you need.
Knowledge Build
Your counter experts train our agents. We build playbooks, escalation rules, and brand-voice guides for every product category.
Systems Integration
We connect ticketing to your POS/ERP, set up hotlines and channels, and configure routing by store, category, and customer tier.
Launch & Optimise
We go live with supervised queues, then continuously tune coverage, playbooks, and SLAs against real performance data.