Manufacturer of office products Fellowes has formed a partnership with the technology supply chain specialist Centrex Services to re-design its after sales service supply chain. The focus was on trying to deliver exceptional service to its consumers as standard.
Business Profile:
Founded in 1917, Fellowes is now a globally recognised manufacturer and marketer of business machines, shredders and office accessories, aimed at enhancing the quality, efficiency and productivity of the workplace.
Business challenge:
To offer the best level of after sales support, Fellowes’ consumers require the ability to use their products as soon as possible after an issue has been reported no matter where in its lifecycle the product sits.
Businesses rely on their array of office equipment working to full capacity to ensure continued productivity and compliance, so if they are left for days without a fully functioning product, complaints are inevitable.
Fellowes not only recognised this business essential requirement but also looked to implement a radical approach to product support, and decided to take action. Neil Cosgrove, EU after sales manager, says: "Fellowes’ commitment to exceptional consumer care means we constantly review and improve our services. A critical part of this is our after sales support."
Finding the right ally:
Fellowes took time to find the company which was best placed to support the requirements of its consumers. Neil explains why the Centrex ethos and values were so important in the final decision.
"Centrex is not like most technology support businesses we could have partnered with. The company is brand and service orientated, so the values at the heart of their business are very similar to Fellowes’.
"Centrex’s approach to after sales product support and consumer first strategy enables Centrex to be much closer to the consumer and is solely focused on offering the best possible long term service solutions."
Product solution:
Centrex Services’ proven track record in delivering after sales product support set the business in good stead when combating the challenges Fellowes faces.
Neil says: "Our partnership with Centrex ensures our consumers receive a seamless experience from the second a Fellowes shredder is purchased, and offers them total peace of mind through industry leading support service in the unlikely event they should require hassle free in and out of warranty support."
To achieve this, Centrex utilises its lean methodology to the service supply chain which has completely redesigned the after sales product support model. By connecting all the disparate elements of the service supply chain, the company’s ability to place the correctly skilled field engineer with the required part and within SLA has been significantly increased.
Results:
Through Centrex’s innovative redesign of after sales product support, Fellowes now offers its loyal consumer base a next day service delivery; cutting consumer support waiting time by up to 75% on the industry average.
Neil says: "The work Centrex has done since partnering with us has seen an outstanding increase in our after sales product efficiency, offering a next day service with a success rate over 90%.
"On the occasions when it is not possible to source a replacement part on the next day, Centrex has put a system in place which enables loan equipment to be made available the next day.
"The Centrex solution has connected the manufacturer, product and consumers to offer a lifetime product support strategy which benefits everyone involved. The resultant improvement in consumer satisfaction levels is testament to the work carried out by Centrex.
"The days of consumers calling us for repair status updates have been eradicated now we can offer a replacement machine on their doorstep within 24 hours of an issue being logged. The consumers tell us they are delighted, and so are we," he concludes.
