In a sector where timing, reliability, and technical knowledge are crucial, strong service makes the difference. At PPG Belgium, support goes much further than delivery alone. From personal contact and digital tools to fast interventions and in-depth technical guidance: the service model is built to unburden pool builders as much as possible, so they can focus on their projects.
“Our customers expect more than products alone,” says Nadine Heymans, General Manager of PPG Belgium. “They want a partner who thinks along with them, is accessible, and acts quickly. It is precisely on this that we have organized our service.”
Close to the customer
Being close to the customer is not an empty promise, but a concrete way of working. PPG Belgium resolutely chooses a multichannel approach, where customers can easily get in touch via telephone, email, the digital platform ‘MY PPG’, WhatsApp, directly at our location, or even on the construction site! Being accessible without barriers forms the core of the ‘Close to the customer’ promise. Added to this is strong logistical support: orders placed before 11 a.m. are delivered the next day, and via a 24/7 pick-up point, customers remain flexible in their work.
“Accessibility and speed are essential,” says Heymans. “But at least as important is that we speak our customer’s language. Personal contact with the sales representative and proactive communication about orders ensure trust and peace of mind. With us, service does not stop after your order. Our Customer Service team ensures smooth order processing and is ready to answer all your questions regarding deliveries. Whether it concerns an update, a change, or just some extra info, we are happy to help and always with a smile! Through newsletters and targeted communication, we also keep our pool builders continuously informed of relevant updates and opportunities.”
PPG Tools
Digitalization plays an increasingly important role in the daily operations of pool builders. With MY PPG, PPG Belgium offers a central platform where customers can go 24/7 for orders, information, and follow-up. On top of that, smart tools provide extra efficiency, such as configurators for pool covers and dimensioning tools that help work out projects accurately.
“With our digital tools, we want to save time for our customers,” says Heymans. “Everything that helps them work faster and more accurately translates directly into a better result for their end customer and for themselves.”
PPG also focuses strongly on product availability: with an extensive stock of catalog items and spare parts in Waregem, an outlet that often offers opportunities, and the possibility to choose personalized items, customers receive maximum flexibility.
After Sales
A project does not stop after installation. That is exactly where strong after-sales makes the difference. PPG Belgium consciously invests in a strong after-sales service. For example, in the event of a problem with a heat pump, an appointment is scheduled within 48 hours and an intervention follows within five working days. With more than 15 years of experience in cooling technology, support for first installations, and our own service vans, PPG offers a unique technical backup in the field.
“Our customers must be able to keep running,” emphasizes Heymans. “That’s why we provide solutions, not waiting times. From replacement devices to fast repairs in our workshop: we ensure that every problem is resolved as quickly as possible. A technical question? Our 12-member team of experts will solve it for you via telephone, WhatsApp, email, at the counter, or on the construction site.”
In addition, the focus is on an optimal stock of spare parts and PPG Belgium offers preventive maintenance, such as on robots and pumps, so that problems can often be avoided even before they arise.
Sharing knowledge
Technical support is the backbone of any complex swimming pool project. PPG Belgium makes the difference by making knowledge accessible and usable. The online portal MY PPG contains an extensive database of manuals, exploded views, and a handy FAQ to provide answers to questions as quickly as possible. But it doesn’t stop at documentation alone. With the PPG Academy, the knowledge of professionals remains up-to-date through practice-oriented training and tailor-made sessions.
“The sector is evolving rapidly,” concludes Heymans. “By sharing knowledge and organizing training, we ensure that our customers are always up to date. That is perhaps the strongest service you can offer.”
With this integrated approach, PPG Belgium proves that strong service is not an extra, but the basis for successful swimming pool projects. “Supporting Pool Builders is not a slogan for us,” concludes Heymans, “but a promise that we fulfill every day.”
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