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BSH streamlines service

Open oven in kitchen with timber cupboards

BSH Home Appliances Australia have recently streamlined their spare parts delivery service for Field Service Technicians with Droppoint, enabling faster turnaround times for customer repairs.

Droppoint is the leading field service solutions company in Australia. Combining Droppoint’s unique national Same-Night delivery product and convenient pick up locations, all underpinned with an innovative technology platform, enables Droppoint to help customers like BSH significantly improve their customer service outcomes.

Shipping over 1000 spare parts per month, BSH Home Appliances Australia now enjoys same day delivery of spare parts across all capital cities across Australia. This means that not only can BSH provide next day customer repair, they can also ensure a first time fix rate, as the correct parts are diagnosed prior to the service booking. Together these improvements have resulted in customer wait times for repairs being reduced by 40%, as well as a 25% improvement in customer satisfaction*

In a move to further improve the customer experience, BSH has also recently extended its service hours for the majority of field service operations to 7pm. This ensures that customers who are unable to be at home during business hours can still benefit from a next day repair, without disruption to their daily routine.

“Our aim is to always improve the outcome for our customers. By looking after the field service requirements for BSH they can focus on what is most important to them, their customers. By simplifying and automating the service event, our technology has enabled them to respond to customers quicker and more efficiently. We really value our partnership with BSH and look forward to seeing how else we can build on the success.”
Mark Turner, Business Development Manager, Droppoint

BSH are thrilled with the improvements to their customer service and the extended customer experience. BSH are always working to see how they can enhance customer experience and look forward to continuing their partnership with Droppoint and improving the everyday life of their customers.

*Based on BSH NPS survey scores, June 2019

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