Domestic appliance giant cooks up the perfect customer service recipe

Field Service Management solution improves Customer Satisfaction by 18% and First Time Fix Rate by 11.5%


Glen Dimplex Home Appliances (GDHA), part of the Glen Dimplex Group is the largest UK manufacturer of domestic appliances, commanding an impressive 20% of the market with some of our best-loved cooking brands including Stoves, Belling, New World, Britannia, Valor and Lec.

Glen DImplex Home Appliances reputation for award winning customer service

Glen Dimplex Home Appliances has long prided itself on taking customer care to another level, having previously won the much-coveted Total Excellence Quality Customer Care award for three years running. However, in a fiercely competitive market the company couldn’t afford complacency.

So, when the time came to upgrade the Field Service Management solution supporting its customer care operation, Glen Dimplex Home Appliances needed to ensure it was achieved smoothly and effectively.

Staying at the forefront of appliance customer care

Industry leading aftercare services integrate a customer relationship management capability with a service parts operation and a fleet of mobile field service engineers with vans. Implementing any one of these aspects alone is tricky enough, but implementing all three together is extremely complex.

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Glen Dimplex Home Appliances Field Service Engineer VanComplex aftercare challenges to be tackled

Glen Dimplex Home Appliances offers a range of 52,000 different service part numbers and runs a 120-strong UK call centre team on a 7 days/week, 365 days/year basis with 190 mobile field service engineers. To reduce risk and ensure success, its leadership team recognised the need to bring in additional expertise with proven experience of implementing Field Service Management solutions and specialist capability in managing aftermarket business change.

Denver Hewlett, Chief Executive of Glen Dimplex Home Appliances explained…

“We underestimated the culture of our business and didn’t launch our project properly, failing to recognise everyone’s needs and who needed to be involved. Adrian helped us recognise it was a business change programme, not just an IT project and worked with our systems, business and leadership teams to strengthen stakeholder management, risk management and overall programme governance.”

Service part expertise is crucial to unlock benefits

Whilst Glen Dimplex Home Appliances had a strong understanding of their call centre and field service engineering operation, they were less confident tailoring the service part management aspects to meet business needs. These required specialist service part expertise to understand the issues and develop a timely, cost-effective solution with the software supplier. Engaging Glen Dimplex Home Appliances process owners productively in this, as well as systems staff was crucial in getting the best result.

Previous difficulties were overcome

“Early stages of our implementation, prior to engaging consulting support, was fraught with difficulties so our staff lacked confidence and expected failure,” added Denver. “However, the new inclusive approach and increased focus delivered a smooth system cutover first time and the follow-on rollout of mobile connectivity to engineers was delivered early. We are all delighted with the results.”

Customer Satisfaction Score Increased

First Time Fix Rate Increased

Engineer Travel Costs Reduced

Engineer Overtime Costs Reduced

Total Cost Savings

Engineer Management Costs Reduced

Stronger programme governance

All stakeholders fully engaged

Independent quality assurance

Business changes delivered on plan

Glen DImplex Home Appliances continues its long heritage

Glen Dimplex Home Appliances brands have been making a statement about cooking for the past 100 years and have become a firm favourite in our kitchens. With the latest Field Service Management technology, upskilled staff and improved business processes now in place, it looks like the company has found the perfect recipe for staying at the forefront of appliance customer care for the next century too.

Field service management (FSM) solution improves customer satisfaction and First Time Fix (FTF) rate

Domestic appliance giant cooks up the perfect customer service recipe

Field Service Management solution improves Customer Satisfaction by 18% and First Time Fix Rate by 11.5%

Servispart Consulting Capabilities Used

Capability Strategy
Business Winning
Business Partnering
Business Transformation
Process Improvement
Systems Improvement
Parts Planning
Parts Logistics
Parts Data Management
Field Service Management

About Servispart Consulting

Servispart Consulting helps manufacturers and distributors of engineered parts and equipment to develop and grow their aftermarket businesses. We help unlock latent opportunities to uncover the hidden profits, cash flow and equity in your business.  For more information on how Servispart Consulting can help your business: