March 12, 2017
Bring us into your home? For Fisher & Paykel Appliances, that is always the question regarding brand loyalty. Headquartered in New Zealand, Fisher & Paykel (F&P) designs, manufactures and markets household appliances in more than 50 countries.
Because people don't frequently repurchase appliances, F&P recognized that brand loyalty—turning customers into advocates—was key to increasing its sales. However, F&P customer information was dispersed across multiple systems and its field service system, which manages delivery, installation, and repairs, operated separately. Field service agents had to enter duplicate information into multiple systems, and whenever a customer contacted the company, service agents didn't know who they were, or their purchase history. F&P wanted to deliver a consistent, seamless customer experience across every post-purchase touchpoint and make every business transaction simple, but it had no single view of its customers.
Because of our Salesforce expertise and experience within the manufacturing industry, F&P partnered with Bluewolf to improve its customer experience. Over the course of 18 months, Bluewolf rolled out new releases through an agile development approach. Within a single 20-day sprint, Bluewolf implemented Service Cloud Console, integrated it with ClickWorkforce, and launched a pilot program with the UK customer service team. By integrating the ERP system and ClickWorkforce, its field service software, F&P gained a complete view of its customers and can now follow the customer journey end-to-end. Using Bluewolf's Sightline solution, all of the system needs were centralized, facilitating test scripts, test results, and releases that enabled fast collaboration between Bluewolf, ClickSoftware, and F&P.
Prior to working with Bluewolf, an F&P customer might spend a full day waiting for a service person to repair their appliance, having only received a single email to confirm their appointment. Now, with Service Cloud and a new case management solution for email and web enquiries, Live Agent Chat, Knowledge Management, smart field service scheduling, and invoice management, F&P customers receive automatic text messages for the status of their appointment and the progress of the repair person within a 2-hour appointment window—giving customers service when they want it. Overall, the consolidation of data and access to real-time customer information, gives F&P the ability to deliver consistent, quality customer experience.
In 2016, the new service solution was rolled out to F&P's 400 customer service agents and field technicians globally. In the first 30 days after the solution went live in the UK, customer satisfaction increased by more than 20 percent. In addition to tangible customer benefits, F&P also experienced a 15 percent increase in employee satisfaction and cut contact center training time in half.