Improving right-first-time repair visits

Service vans not carrying the right inventory to fix problems first time

When a customer contacts Whirlpool about an issue with their major appliance, it is the responsibility of the customer service advisor to classify what the issue is so that the right part can be ordered.  However, due to the number of models, parts and fault types, it was too easy for the fault to be wrongly diagnosed and the wrong part ordered, and engineers would regularly have to make two visits to a property – the first to diagnose the fault and then order the part needed, the second to actually fix the problem.  This was driving inefficiency, increased cost and a poor customer experience in the service operation.

Proactive conversation to ensure the correct parts are loaded before the repair appointment

Once a fault has been diagnosed, ContactEngine begins an automated conversation with the customer to validate the make/model of the appliance and the exact fault type so that the correct part(s) required can be ordered and loaded onto the service van, as well as capturing any additional information relevant to a successful fix first time.

Using ContactEngine’s omni-channel automated voice and text fault verification solution the Whirlpool follow up team were able to significantly improve their fault verification process, thereby increasing right-first-time service visits.   

A more efficient operation with improved customer experience

• >85% customer engagement rate
• 91% increase in the accuracy of parts ordered
• >80% increase in right-first-time fix technician visits
• Improved customer and employee experience