Using Data to Support Customers
How do you use data to improve insight and experience?
At Ecoglass, we’re currently undertaking a programme of activity that helps us better understand how our customers interact with us, from quotes requested to orders placed. By tracking this information, we’re able to identify buying patterns, product trends and, just as importantly, areas where additional support could add real value.
Why?
Because data, when used properly, helps people do their jobs better. And in this case, it helps our customers feel more confident, informed and supported in their decision-making.
Turning insight into action
This data-led approach gives Ian Snow, Estimating and Technical Support Manager, a clearer view of where technical knowledge gaps may exist across different customer accounts. It creates opportunities for better conversations. During routine customer health checks, Ian can use this insight to follow up on quotes, understand challenges, and tailor support around the products being specified. Where trends suggest uncertainty or changes in compliance requirements, it highlights opportunities for targeted training.
For customers, this is translating into technical support that’s relevant, timely and practical. The training not only keeps teams compliant but also increases confidence during the quotation process.
Training shaped around real customer needs
The training Ian delivers is designed around individual customer behaviour and demand. Rather than a one-size-fits-all approach, sessions are shaped by what customers are quoting, specifying and installing.
Topics often include core glass knowledge such as acoustic performance, Low E glass, solar control and safety glazing. Sessions typically run between 20 and 60 minutes and can be spread over time, allowing customers to build knowledge gradually and apply it directly to live projects.
Training is delivered in person wherever possible, often with Craig Hopper, Key Account Manager or Mark High, Company Director, present to provide additional commercial context and relationship support. Customers can also request bespoke sessions, ensuring the focus remains on what’s most useful to them and their teams.
This approach reflects our wider commitment to continuous improvement and our customer charter. By using data to inform training, we support better decision-making, reduce friction in the specification process and strengthen long-term relationships.