Electrolux is a global producer of household and professional appliances. Each year, the company sells more than 40 million products to customers in 150 countries. The Electrolux product line includes refrigerators, dishwashers, washing machines, vacuum cleaners and hot plates by respected brands such as Electrolux, AEG-Electrolux, Eureka and Frigidaire.
The company wanted to make major improvements, especially in the area of customer service. “With our old planning methods, we planned based on the availability of resources and the customer just had to live with it,” according to Consumer Service Director Chris Daenen. So now taking the client’s wishes and preferences into consideration when planning appointments is the priority in the new approach.
“ORTEC’s planning solution for outside sales was the ideal solution for the bottlenecks in service and delivery”, according to Consumer Service Director Chris Daenen. “With ORTEC Service Planning, we can optimally schedule our people and resources, and offer our clients the appointment that suits them best. That’s an unbelievable step forward on the level of customer service. Plus, we will cut our kilometers driven and we can react more adequately to unforeseen circumstances. ORTEC Service Planning has really made the difference for us. I am convinced that with ORTEC we will be able to beat the competition in this competitive market. By providing better service with better tools, our sales departments can spend more time with the client and realize higher sales. That’s the real benefit that the system provides us.”
In imitation of the success of Electrolux Netherlands and Belgium, Denmark has also implemented ORTEC Service Planning. In so doing, the Danish organization has reduced their kilometers driven by 25%, thanks to the optimization of the route planning for its service employees.
ORTEC meets our needs and requirements. It was a long-term decision for us, and as a result we can prepare for further optimization step-by-step as an ORTEC partner”