Nisbets’ trade distribution arm, Uropa, claims it has delivered a 98% first-time fix rate in its inaugural month of managing Samsung’s commercial microwave warranties in the UK.
The Bristol-based outfit has been supplying Samsung professional microwaves into the UK market for a number of years, but its service arm only took over the control and support of commercial warranties in April 2012.
Roy Watkin, Uropa Service centre manager, said that prior to the launch of the partnership it introduced new personnel, dedicated phone lines and parts stock holding, while changes to service systems and training on Samsung’s IT systems were made.
He says that preparation has helped the arrangement get off to a more than satisfactory start.
“Both ourselves and Samsung take customer service very seriously and in the infrequent event that a product fault occurs we understand that many of our customers rely on these microwaves for their business,” he said. “As such, Samsung continually monitors our performance against headline KPIs, and we are delighted to report that in the first month of operation 98% were fixed first time.”
Uropa Service employs an expert team of engineers that operate both onsite and from locations across the country.
Watkin says the company is now examining how it can strengthen its internal set-up further to ensure it is capable of quickly resolving any sort of Samsung microwave repair job in future.
“It has been a great start, but we still have room for improvement and day by day we are building up our parts area to achieve Nisbets next-day delivery promise,” he says.