FIRA Service Technicians Well handled complaints can benefit your business. FIRA estimates that customer complaints cost the furniture industry over 50 million in administration and replacement costs each year. This doesn t include any negative impact on a brand or an organisation from poor customer service. As market leaders, FIRA Service Technicians (FST) has a proven track record in providing a flexible, cost-efficient care, inspection and repair service. We provide: An evolving, technology-led service Efficient and rapid complaint-handling Onsite professional repairs First visit resolutions We deliver these key benefits: 90% kept in home rate keeping your customers satisfied 90% first-fix visits saving your customers further inconvenience Professionally trained FIRA-backed staff reassuring customers and suppliers Matching our service to meet your needs reducing cost and raising efficiency Providing key management information allowing you to continually enhance your offer Our overall aim is to add value to your company - both in terms of bottom line and in maintaining your brand reputation by working with you to keep your customers happy and satisfied.
FIRA Service Technicians Delivery with a difference The service technician s remit is to visit your customer to assess, verify and, if there is indeed a defect, rectify the problem there and then in the home. If the item cannot be fixed in the home, the technician will report back with the best recommendation for a successful solution. We offer a wide range of service options to assist your business. We are the only care and repair provider that can tailor-make a service to suit your company s business objectives. Here are some examples of how we work with a range of clients: A. Retail Multiple Background: Selling a wide variety of furniture products from upholstery, cabinet and bedding ranges. Some product is imported and certain ranges have limited parts availability. Important requirements include onsite fixes to keep product in the home and to maintain a high level of customer satisfaction. The company need detailed information to support the recharging of costs to manufacturers of defective product. Their in-house technologists require high-quality management information to allow full analysis of fault types, by range, to help drive continuous improvement. FST Service Solution: A two-tier structured pricing tariff with separate rates for inspection and repair, controlling costs by ensuring the company pays only for the repairs that are needed. Access to an online booking service for consumer appointments with FIRA Service Technician diaries, which provides quick and easy confirmation of the visit date at the time of the consumer s first call into the company s customer service department. This reduces the time to get the complaint resolved, making the consumer feel valued and reassured that their complaint is being dealt with efficiently and professionally. Provision of an advanced-level management information package providing fault analysis at product level, with secure online read-only access to suppliers, if desired. Technician reports accessed through the FST website within 48 hours of visit, allowing the company to track progress and ensure complaints are being handled to agreed KPI s. 2 www.servicetechnicians.co.uk
B. Retail Independent Background: Selling a range of furniture products with few customer issues. However, they need an independent expert opinion when complaints occur and onsite repairs when defects are found. Prefers a simple, one-fee pricing structure irrespective of the number of visits required to rectify the consumer s complaint. Management information requirements are minimal. FST Service Solution: An incentive-based pricing tariff with a single, one-off fee when product is kept in the home and no fee if a replacement order or refund is recommended by FST. There is no need for prior approval of costs because only one fee is payable, thereby speeding the process and providing transparency of spend. Generic repair parts are included in the fee. Referrals can be made using the FST website to book technician appointments with the consumer at the time of the complaint. This allows 24/7 access to FST systems to ensure the consumer feels that their complaint is being handled promptly and professionally. Technician reports accessed through the FST website within 48 hours of visit to allow their customer service staff to track progress and read report without delay. C. Manufacturer Background: Producing a range of beds and mattresses sold through a wide variety of retailers. The company requires an independent inspection and repair service. As the products have a lower possibility of repair, if faulty, this client primarily needs a validation and reporting service with repairs, when feasible. They need good data to assess which retailers are referring the bulk of their issues and, of these, which are unjustified, giving the opportunity to recharge retailers referring complaints when no fault is present. Reports to be independent and of high quality report conclusions must be accepted by the retail client, so credibility of the service provider is key. FST Service Solution: A two-tier structured pricing tariff with separate rates for inspection and repair. By only paying for the repairs that are needed, after-sales costs are kept to a minimum Referrals are made using the FST website, allowing 24/7 access to FST systems. Technician reports accessed through the FST website within 48 hours of visit. Detailed reports of responsibility and recommendations by product and originating retailer are provided. Read-only access in technician s report available to the manufacturer s major retail clients, if required, allowing secure shared access to other stakeholders. www.servicetechnicians.co.uk 3
FIRA Service Technicians The ultimate customer care services solution FIRA Service Technicians provides hassle-free complaint handling. Rapid response Our online booking facility allows our clients to book an appointment directly into our technicians diaries when the consumer first calls with a complaint. This reduces the lead time significantly and creates a seamless process. Alternatively, we call and arrange an appointment, usually within one working day. Technician appointments are typically undertaken within an average of 5 working days. 9 out of 10 times the complaint is resolved onsite, saving any further inconvenience to the consumer to help build back brand loyalty. Fully trained professionals Our team of experts all have furniture industry backgrounds. Each has been FIRA trained to ensure they meet our high standards with respect to the full range of furniture products. Our skilled technicians are continually monitored against rigorous quality standards. We can train our technicians on your specific products and through our knowledge library we can cascade information across our technician network, ensuring that they are up-to-date at all times with your products. Consumers trust us We are an independent organisation dedicated to furniture and backed by FIRA, consumers tell us that they feel that our assessment of their problem will be accurate and unbiased. Our technicians are credible and trustworthy. All have undergone a DBS (disclosure and barring service) check. 4 www.servicetechnicians.co.uk
I was very happy with all aspects of the technician s efficiency, knowledge and behaviour. He took great care in putting the problem right. Mrs M. Nottinghamshire Typically 9/10 issues are resolved on a first visit by a FIRA Service Technician www.servicetechnicians.co.uk 5
FIRA Service Technicians Working in partnership FIRA Service Technicians can be part of your first-class complaint handling process. We can turn a complaint into a positive customer journey, offering a friendly and helpful service every step of the way. In the current climate of social media and the rapid spread of news, you need to ensure that every Facebook post, tweet or re-tweet about your business is a positive one. We have invested heavily in technology and staff training, as well as listening to our clients needs to create a service provision that is second-to-none to help your business retain its brand reputation. Breakthrough technology The Service Technicians Advanced Reporting System (STAR) is one of the most exciting developments we made for some years. It is a tablet computer-driven reporting system and its key benefits include: Drives improved technician report quality by supporting the technician whilst he/she is carrying out inspections and repairs Prompts the technician to undertake key tasks for specific clients products and processes Provides access to technical product knowledge Allows the report to be uploaded after each visit The above helps ensure the best quality report is provided promptly; helping you to resolve your customer complaint as efficiently as possible in order to retain brand loyalty. To make it easy... 24/7 access to our advanced website and booking systems, to allow you to track progress and manage the complaint swiftly to a satisfactory conclusion for the consumer Dedicated contact centre which is open 8am to 8pm Monday to Friday and 9am-5pm Saturday, enable us to reach your customers at convenient times Automated text/sms messages optimises appointment booking by allowing us to contact customers quickly to agree a suitable visit date so that the complaint is resolved promptly, leading to satisfied customers. 6 www.servicetechnicians.co.uk
Relyon have worked closely with FIRA for many years, however over the past 3 years we have used them exclusively and have seen great benefits in doing so. FIRA offer Relyon and all our retail partners 100% confidence in providing a responsive and detailed in home technician service that allows us to make independent, unbiased decisions when quality concerns arise with end consumers. The FIRA partnership to date has undoubtedly helped improve Relyon s service to our customers. Paul Little Sales Director National Accounts Relyon Ltd & Steinhoff UK Beds Ltd www.servicetechnicians.co.uk 7
FIRA SERVICE TECHNICIANS, THE LEADING FURNITURE COMPLAINT RESOLUTION SERVICE IN THE UK. Benefits: Flexible, easy-to-use, service solutions designed to fit with your company processes and commercial needs Excellent first-visit fix rates to close down any complaint quickly and efficiently Outstanding kept in home rates help to retain customer loyalty and brand reputation Proven, reputable service, from the longest-standing independent after-sales provider delivering high levels of client and consumer satisfaction since 1996 Backed by FIRA International underpinning our Technicians standards and knowledge enable us to give your customers a first-class service Leading-edge technology to facilitate effective communications and save costs Comprehensive UK & EIRE coverage a one-stop solution for all areas of the Country Our in-depth management information reporting assists technologists with fault trend mapping A wide range of ancillary services to dovetail with our care and repair service to provide a single source solution for all your furniture care needs Key consumer benefits: Product issues frequently resolved in home saving the consumer the inconvenience of replacement/reselection Avoids potentially long remake lead-times Rapid response maintains customer satisfaction Prompt attention makes consumers feel valued and heard Consumers informed of care maintenance procedures to keep their product look good and performing well WANT TO FIND OUT MORE? It s so simple. Give us a call and we ll answer your questions straight away or set a time to meet with one of our team. We can create the ultimate customer service solution for each client depending on their particular requirements. We also provide full support in order to get the service up and running smoothly and efficiently from the word go. Contact us today to discuss your needs with a member of our team and agree a package that suits you. FIL026/SB/122013 FIRA Service Technicians Maxwell Road / Stevenage / Hertfordshire / SG1 2EW Telephone: 0845 130 5533 Email: info@servicetechnicians.co.uk www.servicetechnicians.co.uk All information correct at going to press in 2013