12 May 2016 | Boortmeerbeek (BE)

Positive premium brand experience thanks to Servilux and ORTEC

Servilux, an independent repair service, is the preferred service partner for the biggest brands in the TV, audio and home electronics distribution chain. Servilux has the challenging task to ensure a positive brand experience when something has gone wrong. In order to safeguard the brand experience for clients such as Bang & Olufsen, Samsung, LG, Philips and Panasonic, Servilux turned to ORTEC Service Planning for help with the professionalization of its planning processes in early 2014.

By introducing ORTEC Service Planning, Servilux wanted to optimize service provision and improve employee satisfaction while ensuring an optimal cost/benefit balance.

Now, Servilux’s organization and planning is impressive, rather than being a stressful affair for the planner. “Our planner now has the time to make the right decisions in case of infringements. Customers now also receive an accurate estimated time of arrival via SMS and e-mail. Balancing costs and customer satisfaction is always a challenge, one we have a better grip on thanks to our cooperation with ORTEC”, explains director Ward Dumon. You can watch the Servilux and ORTEC story on video.