Servilux is an independent repair service and the preferred service partner for the biggest brands in TV, audio and household electronics, and 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 wants to exceed the end-consumer’s expectations by increasing first time fix rate and customer satisfaction through cooperation with ORTEC.
Challenges facing Servilux
The premium brands Servilux works for are guaranteed good service thanks to a team of motivated technicians. The challenges Servilux faces in exceeding customer expectations:
How does Servilux optimizes service planning?
- Optimizing planning to make sure technicians have more jobs and spend less time driving.
- Planning the right person with the right skills at the right time, in order to improve the first time fix rate.
- Create an overview for the planner, to allow the right decisions to be made in unforeseen circumstances.
- Obtaining management information to continuously improve the organization.
Servilux optimizes service planning by selecting a solution that provides insight and a good overview, while balancing cost and customer service.
The results for Servilux
The ORTEC solutions
- An increase in the number of daily repairs, combined with more calm in the organization
- The planner can make the right decision in case of infringements thanks to a clear overview and insights
- Customer satisfaction has increased, thanks in part to automatic sending of an e-mail and SMS with the expected time of arrival.
- Cost and customer service are well balanced and controlled