Customers ORTEC

Servilux

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:

  • 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.
How does Servilux optimizes service planning?

Servilux optimizes service planning by selecting a solution that provides insight and a good overview, while balancing cost and customer service.


The ORTEC solutions

  • ORTEC Service Planning
The results for Servilux

  • 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