CASE HISTORY
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%
Background
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.
Complex aftercare challenges to be tackled
Complex aftercare challenges to be tackledGlen 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
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.
