KBzine: the original kitchen and bathroom industry e-news - since 2002
22nd September 2017
We strongly recommend viewing KBzine full size in your web browser. Click our masthead above to visit our website version.
UK manufacturer offers outsourced customer care solution
In what it believes is a first for UK industry, kitchen appliance manufacturer, Glen Dimplex Home Appliances, has launched a new service brand to make the company's UK-based maintenance, repair and customer care operation available to businesses seeking an outsourced service solution for their appliances and heating products.
The newly created Home Appliance Care, led by Customer Care Director, Paula Hodkinson, will continue to look after all of the company's existing in-house brands such as Stoves, Belling and Lec, while simultaneously enabling third parties to also tap into GDHA's award winning service.
GDHA sees the new venture as an opportunity for growth and believes it is effectively positioned to plug the gaps that exist for manufacturers who do not have a high quality UK customer care and after sales service in place.
A three-time winner of the Domestic & General customer care award, GDHA's customer service team has proven to be one of the business's key assets, comprising a 130 person customer contact centre, a national fleet of 170 regionally based Gas Safe Certified engineers and a North West parts centre capable of holding more than £4 million of stock.
Home Appliance Care will be targeting businesses that value a quality service proposition in the white goods and heating industries.
"Our unique proposition is offering our own high quality service provision to customers who have an after sales solution requirement," explains Paula Hodkinson.
"Home Appliance Care allows businesses to see tremendous savings as they will not have to invest in building their customer service infrastructure from scratch. Instead, these companies can invest in further developing the main aspect of their core business, leaving customer service deliverables in the hands of skilled experts.
"Our UK call centre has grown substantially in both size and reputation in recent years. We have invested in new call handling software to enable us to take the service to the next level and see the launch of this new venture as a very positive step for GDHA."
28th April 2011