Customer Services

WDS is committed to offering all of its customers the best possible service before, during and after a purchase. All WDS employees are well trained in the entire product range and can help you place an order, recommend alternatives, check stock and advise on availability as well as quoting the best possible product prices and delivery options. For more technical queries, they can direct you to our technical engineers who can support you with detailed product information or bespoke product designs.

Here to help

WDS Components International Customer Service Centre is our own one stop customer contact centre, we offer our customers many ways to contact us, website, email, webchat, Facebook, and the good old-fashioned phone. Our team have almost 150 years’ experience in components, spare parts, and machine accessories, who are trained to help our customers. Our experienced sales and engineers can offer advice and ensure you get the right components for any industry you may working in.

WDS Components engage with all our customers, we provide customers with a single point of contact, supported by our large warehouse and in house production facility. Our customers benefit from having access to over 55,00 sku's and a modern manufacturing facility. WDS Components are pround members of Made in Britain.

The most popular methods of contact are: online, chat, social media (Facebook and Linkedin), phone calls and of course email. Please note we route all customer communications through our customer relationship system, which connects our customers to the right colleague to help. If you are provided with a ticket number please quote this in all communications. You can login to our help desk for more FAQ's and support.

WDS Online

The WDS Components website allows our customers to login, order and receive quotes. Customers can also order and pay on agreed account terms.

Once logged in you can make changes to your account, set up users within your company, view invoices, past orders and even load your item numbers to our products.

Our website is designed to provide you with our full range of products, CAD drawings, technical specifications, related products, alternative products, 3D drawings, pictures and videos along with our latest news items and much more.

The site is mobile friendly and will adapt to the device you are viewing the site with. Please note this might give you give a different experience when shopping on mobile devices and images and information may be presented differently.

Sales and Support

Introduction

WDS Components operate with a system that logs all calls, chats, and emails it is a service that allows clients to log tickets. This service collates Emails, Webchat, Social media channels and other methods of communication that our customers use.

Contact and Support

We try to progress all tickets within four stages:

WDS Components provides a ticketing system for sales, after-sales and general communications. All our customers are granted access to the ticketing system to log tickets, through our dedicated online helpdesk.

In addition to this, tickets can be logged via your Account Manager or the WDS sales team.

Ticket Submission

Tickets are entered into our system individually and may be grouped under one ticket number. This allows each issue to be addressed on its merit, resolved and closed individually.

Please note once tickets are resolved and closed, any new issues relating to them may need to be logged as new tickets to avoid repetitive changes to the status of that ticket and to maintain a clear thread for that ticket through to resolution. WDS reserves the right to merge tickets and reopen tickets if required.

Triage

All tickets are triaged after they are logged. They will be accepted and routed into our business assigned to an agent and allocated to a team, such as technical support and assigned a priority status. WDS Components will acknowledge the ticket and migrate the request to our internal CRM and ticketing system.

Priorities

Priority of tickets is determined by many factors, not always client preference, to maintain a clear understanding of prioritising what is often multiple tickets in the system at any one time. If you require urgent attention, please mark your ticket with “urgent” in the topic or subject fields.

Urgent Ticket

Urgent tickets are deemed such that this may have an impact on certain factors such as the replacement or maintenance of machines that are critical.

Normal Ticket

If we do have sufficient information, we will label the ticket as we see fit and rapid resolution. You can prioritise open tickets within the ticketing system, but this only applies to prioritising the running order of the tickets, i.e. which one you want to work on first, second etc.

Scheduling

Our support tickets are worked on based on the receipt date so that dedicated resources can be assigned to them. If you have priorities agreed in advance, we will resolve them in the agreed priority. If you do not have tickets agreed or prioritised, a call may be needed to clarify.

We aim to:

Reply to all quote requests within 24 hours.
Confirm all orders within 24 hours.
Respond to all RFI/RFQs within 72 Hours.

Resolution

Agents will work on your tickets as soon as possible during normal working hours. Once resolved you will receive a notification and you can get updates via our live online helpdesk. Updates on progress will be noted against the tickets.

We will work through the tickets until your enquiry is resolved. We will notify you by email, phone, and messages as required.

Fast-track resolution of normal priority tickets

Should you wish to resolve normal priority tickets quickly/same day, dependent on resource capacity, this may be achieved under the agreement.

This would need to be discussed with WDS Sales or After Sales Teams.

Helpdesk

WDS Components helpdesk https://wdscomponents.deskpro.com/en provides an online portal for all customers to manage their tickets with us and provides access to news, knowledge and FAQ’s. Customers will receive links to this portal in replies from WDS.

WDS Environment Quality

Our sustainability taskforce aim "To influence WDS Components in its endeavours to use less of the earth’s valuable resources in an effort to reduce the harmful effects of climate change by becoming more sustainable in order to improve the health and wellbeing of our colleagues, wider society and future generations.”

WDS Components is dedicated to improving our environmental credentials.

Our current targets are:

Reduction in the use of electricity (13.5% over 5 years)

Measure electricity usage and report each month with a reduction target of 1.5% for 2021-2022 financial year

Reduction of 3% within 2022-2023 financial year

Reduction of 3% for each year thereafter for 3 years

Reduction in the use of gas (13.5% over 5 years)

Measure gas usage and report each month with a reduction target of 1.5% for 2021-2022 financial year

Reduction of 3% within 2022-2023 financial year

Reduction of 3% for each year thereafter for 3 years

Reduction in the amount of waste going to landfill (15% over 5 years)

Measure volumes between now and 2021-2022 FYE to establish a baseline figure