VELUX logoVELUX After Sales Service

Challenge: To manage change. To transform an After Sales cost centre into a profitable commercial unit in 12 months.


Position: Commercial Manager (After Sales) for UK and all Ireland responsible for  strategy, campaign management, operational development, staff training, man management, event management, execution and delivery.

Background: VELUX Roof Windows (VRW’s) are guaranteed for 10 years after which repairs are chargeable. Having distributed VRW’s in the UK since the 1950’s there was a growing bank needing replaced creating a significant revenue opportunity additional to new window sales. There were however significant challenges:

  • Despite enjoying 92% market share there was a low awareness of the VELUX After Sales service
  • Window repairs were largely going to independent joiners, glaziers and handy men who at times were recommended by Builders Merchants unaware of our service
  • Our team of Field Technicians numbered only 15 and to achieve target we would need to double manpower. The company would only commit to an additional 3 staff
  • There was resistance to change from some of our Technicians
  • Our Call Centre Staff were order takers and not sales trained
  • Outside of the database of customers who had previously requested an AFS service the policy of selling through Builders Merchants made it impossible to identify volume customers
  • By promoting the AFS it could potentially damage the reputation of the windows as it highlighted the need for an annual service and eventual repair / replacement
  • Outside of the standard price list VELUX had never promoted our After Sales Service
  • A new market entrant (Fakro) were failing to establish themselves within the Trade and were likely to seek alternative opportunities. After Sales and replacement roof windows was viewed as our soft underbelly.

Click here to view details on the B2C and B2B campaigns.

For more information please choose from the following options: Stoneridge ElectronicsVELUX “Paint the Town Red”, Pepsi re-designPespi Max launch, Tango Orange Man

Click on the images below to view the slideshow.

View my CV or this.
Follow 360create on Twitter

Contact me

0785 234 9011

email me:

%d bloggers like this: