Services for Retailers

Mesh Computers Ltd.

Client:

Mesh Computers Ltd. (MESH) is the UK’s largest PC systems manufacturer

Requirement:

After struggling with its previous services provider, MESH approached OrderWork to carry out its Homestart and warranty repair work nationwide. MESH required a partner with a flexible working model that would guarantee its customers improved service levels. MESH selected OrderWork for its IT expertise, geographical reach and its ability to conduct work with local, quality rated engineers.

Approach:

A dedicated account management and service delivery team was put in place to manage all MESH’s support calls. An online account was set up to the MyOrderWork^TM portal whereby MESH’s management are able to review ongoing job statistics.

Outcome:

After initially clearing the backlog of work left by the previous incumbent, OrderWork has successfully completed over 1000 jobs in the first 12 months. "We are already receiving very positive feedback from our customers about the increased level of service they're receiving from OrderWork," said Doros Polydorou, Operations Manager. "The OrderWork team is already surpassing our expectations with their professionalism and efficiency." Our nationwide coverage have enabled MESH to cost effectively cover the whole of the UK. We’ve improved their warranty service offering by enabling MESH to provide next day on-site appointments to their customers (assuming parts availability). We also manage parts distribution and collection for MESH there by reducing the huge losses MESH were making on writing parts off.

Nationwide High Street Retailer

Client:

The home technology services division of a national high street retailer.

Requirement:

Our client historically only sold consumer electronic hardware to the consumer market. Any required installation services were carried out by referring their customer to local installers. No revenue was derived from these referrals. A change of company strategy led to our client selling these services and as a result requiring a partner that could carry out its service fulfilment on a nationwide scale.

Approach:

Firstly we worked with our client to refine their formal service offering and subsequent scope of work for carrying out TV, FreeSat, PC and Wireless router installations. A pilot project was conducted in two of our client stores, and its success led to a nationwide rollout. This was done in conjunction with onsite training for our client’s employees to get familiarised with the new service offerings. A dedicated account management and service delivery team was put in place to manage our client’s service requests and the stores where these are made.

Outcome:

In the first 12 months post launch we carried out over 6000 TV and PC installs for our client. Our client’s service offering was extended to conducting Freesat installations for which we carried out over 7000 installs. More importantly, we helped our client to reinvent their services business from being a loss leader and help implement a standardised services process to create a consistent customer experience.