As the UK’s leader in customer service, the Partners at John Lewis Partnership (JLP) need to offer customers everything they need under one roof. This includes high quality repair and fault diagnosis of computers purchased at one of their 29 department stores across the UK.
Until two years ago, each of the stores used a variety of service providers to supply after sales support services, like fault diagnosis and repair of computers. This resulted in varying degrees of service quality and cost which could have an impact on customer service and satisfaction.
As part of a restructuring and optimisation program, JLP reviewed the service model, and selected Regenersis as the service partner for all Apple, Samsung and Toshiba computer products.
As part of the service solution, we introduced an optimised logistics solution that made returning a computer as simple as handing the product to one of the Partners. We introduced safe and secure totes which are collected daily from each store. The computers are then sent to our facility for repair. Once repaired, they are then subjected to rigorous testing to ensure the highest quality. We offer a guaranteed return of 7 days back to one of their 29 stores, but are actually achieving much less.
This optimised solution has reduced management overhead, logistics and processing costs. Most importantly, however, we have created a consistent and high quality level of customer service -- much in keeping with the JLP brand.