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Customer support

We continue to support our end user customers, helping with pre-sales advice and post-sales support. Our UK Service Desk offers support via web chat, email and phone. We spend a lot of time selecting and training our Customer Support team, ensuring that they are technically competent and have the right customer service attitude. It clearly makes a difference to our customers who frequently send us feedback.

Visit our support area

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Channel support

We work closely with our channel customers to ensure that they are knowledgeable about our product and services and motivated to sell our brand. We also work together on like-minded projects to create a positive impact on our business and across our communities in the UK.

The Brother UK team have a great culture – they are keen, enthusiastic and great to work with. They managed to pitch the training at just the right level, keeping our teams engaged and motivated during the annual conference. Every member of our team got to have a hands on demo, and it obviously worked, sales of Brother products have increased since the event.

- Chris Wells, Electrical Marketing Manager, Screwfix

 

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Customer engagement

The Brother UK solutions showroom extends the industry trend of focusing on application and benefits rather than solely on product. In addition, it allows the company to display and promote some innovation accelerator products, such as augmented reality, in the context of their potential applications. This should increase customer engagement and help market some of Brother’s non-print products.

- Mick Heys, Vice President, European Imaging, Printing & Document Solutions, IDC

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BrotherZone (Brother's partner portal)

And when we can’t be there in person, we supply product information and have a comprehensive web portal, BrotherZone, which provides information and services to resellers 24 hours a day, seven days a week at a click of a button. A ResourceZone contains product information, a RewardsZone has details of bespoke sales incentives and a MarketingZone holds marketing services allowing resellers to build their own marketing and promotional materials, such as mailers and flyers. There is also a newsroom which provides channel news to resellers, often with our own comments on the news, such as predictions of future trends, and featured blogs and videos.

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Long-term relationships

We like to develop long-term relationships with our customers. Some of them go back decades. When one of our customers, JG Business Machines, reached the milestone of 40 years in business and of working with Brother, we felt we had to mark it in some way.

2017 was our 40th year in business as a specialist office products distributor, the majority of it as a Brother UK distributor. The last thing we expected was Phil Jones' making a 500-mile round-trip to deliver a custom-made plaque commemorating those 40 years. Not only that, but personally delivering it. Being a world-class brand in the technology industry doesn’t stop Brother UK maintaining traditional values that make a real difference in our fast-paced commercial world. Genuinely a great company and a great bunch of people to deal with. Thank you, Phil and the team, for your tremendous support over many years.

- John George, Managing Director, JGBM

Get in touch to discuss community engagement opportunities