The initial rollout for Noel Leeming Tech Solutions has proved so successful that it’s now being extended to other companies within Noel Leeming’s parent, The Warehouse Group, which includes The Warehouse, Warehouse Stationery and NLG Transport.
Noel Leeming is the country’s largest retailer of consumer electronics, with 40 percent market share and several thousand employees. Noel Leeming’s Tech Solutions division is responsible for product delivery, installation and follow up service and support.
Stephen O’Loughlin, Services Fulfilment Manager, Noel Leeming Tech Solutions, says that prior to vWork, Tech Solutions was dependent on disparate systems across its in-store and at-home services.
Reporting out of these systems was cumbersome and Tech Solutions needed a whole new order of integration and reporting – as well as a raft of new features – required to integrate and optimize each stage of the customer journey from in-store purchase, through delivery and installation, to after-sales help and support.
“We needed a system that was agile and modern,” O’Loughlin says. “We ran a vWork pilot for three months to figure out if it worked. That went well, as did the vWork implementation which was painless and completed in under two weeks.
A customer requirement creates a job automatically in vWork from Noel Leeming’s point of sale system, via the vWork Application Programming Interface (API). A centralised dispatch team schedules jobs to workers based on their availability, displayed in vWork.
Noel Leeming customers receive a series of automated alerts that keep them updated on the progress of their job. Alerts include booking confirmations, upcoming job reminders and a series of internal alerts for cancellations and completions.
The dispatch team and in-store teams get real time visibility of job progress and worker ETA. When the job is completed, vWork sends email to the customer and encourages them to post online feedback directly to a feedback portal with a one-to-five star rating. This includes a Net Promotor Score (NPS) survey to quantify how customer expectations were met.
Optimisation of each stage of the customer journey
300% increase in customer repsonse rates
Automated alerts keep customers updated on the progress of their job
Improved worker utilisation
Automating the customer feedback process has led to a 300 per cent increase in customer response rates, O’Loughlin says. “Now we have a real time window into our customer fulfilment process. We used to physically hand the customer an NPS form, which led to cherry picking. Now every customer has equal opportunity to give feedback. We have a true reflection of what our customers are thinking and feeling. We can work in real time to solve problems. We get feedback on the sales experience in-store and on our helpdesk support as well as Tech Solutions – it’s great to have the complete picture.”
Previously Noel Leeming only had sales data on the number of jobs. It lacked data on jobs that were not being completed, and why. Now it gets live feedback into its data warehouse. It can run reports from an invoice number and see if the job has been completed. It can analyse how many jobs it does and what percentage are in-store, at home, and by product segment.
“It’s so valuable to be able to see the business areas where we should increase capacity – it’s a live barometer,” O’Loughlin says.
GPS tracking in technicians’ phones tracks where they are and routes taken. This information can be used to assign jobs more efficiently, boosting technician utilization. “The bottom line is that we’re delighted with what we’re achieving with vWork. It’s great working with a local company who are so committed and responsive. They’ve really signed up to go on this journey with us. Local support is so important and both the quality of the product and the quality of the people have exceeded our expectations.”Noelleeming.co.nz
Two years on, we’ve made a massive step change that goes right to the heart of our customer experience. vWork not only gives us the tools to optimize the efficiency of our delivery and installation service, it also gives us a true reflection of what our customers are thinking and feeling, and the opportunity to work in real time to solve any issues.
The ability to capture both signatures and photographs means we can actually see how the TV looks on the wall, for example. Once we see that we can say ‘why didn’t we hide the cables?’ It’s such a great tool for auditing the total customer experience.
vWork optimizes our delivery and installation service. It also gives a true reflection of what our customers are thinking and feeling - and the opportunity to work in real time to solve any issues.