How Fisher & Paykel Connects Field Service to Brand Loyalty

+15%

Employee satisfaction increase

+20%

Customer satisfaction increase

“Bluewolf adapted to our culture and plugged into our process, instead of us having to plug into theirs.”
Rudi Khoury, General Manager, Global Customer Experience

Insight.

Fisher & Paykel is an appliance manufacturing company based in New Zealand and holds over 420 patents, with its products available in more than 80 countries worldwide.

To increase brand loyalty beyond appliance sales, its customer service and field service teams needed to deliver a consistent, seamless customer experience across every post-purchase touchpoint to manage delivery, installation, repairs, and routine maintenance.

Fisher & Paykel products are available in 80+ countries.

Idea.

Bluewolf integrated Salesforce Service Cloud with Fisher & Paykel’s Enterprise Resource Planning (ERP) system and field service software, ClickWorkforce to consolidate its systems into a single source of customer information and activity.

Using Bluewolf’s patented Salesforce Platform Management solution, Sightline™, three project teams spread across multiple time zones collaborated to deliver a pilot program of the Service Cloud console to the service team within just twenty days.

Over the course of 18 months, Bluewolf’s phased approach released a series of capability enhancements: case management for email and web inquiries, Live Agent chat, Knowledge Management, field service scheduling, and invoice management. The new service solution was rolled out to 400 customer service agents and field technicians globally.

Impact.

Fisher & Paykel now offers customer a more flexible maintenance and repair service: a 2-hour repair appointment window, plus automated text messages to notify them with the status of their appointment.

Within 30 days of the solution going live in the UK, customer satisfaction increased by more than 20%. Contact center training time was cut in half and employee satisfaction increased by 15%.

Overall, Customer Service and Field agents can quickly and easily access customer information to provide better quality service.


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