29 May 2024, 03:05
By Furniture News Mar 22, 2017

FIRA International invests in customer experience

FIRA International has invested heavily in moving its Service Technicians web portal from a data centre to the cloud, utilising Amazon Web Services. The move enables some of the biggest furniture players, and their customers, to benefit from the latest software and data security, alongside enhanced reporting capabilities to identify trends and issues quicker, such as product or handling defects.

Close to 100 leading furniture retailers, manufacturers and suppliers use the independent and impartial expertise of FIRA Service Technicians to resolve customer complaints. The team of over 90 technicians work across the breadth of the UK and Ireland to inspect and repair furniture, helping resolve customer complaints.

Phil Reynolds, general manager at FIRA International, says: “We are very excited to announce this investment for the Service Technicians area of the business. We need to deliver great service to our clients, and in turn they rely on FIRA International to deliver the same great service to their customers.

“The enhanced reporting helps give a view of trends within the supply chain. Analysis will highlight any potential product defects, for example by fabric, stitching, interiors, frame, components etc. This enables our customers to investigate or recall products before more consumers are affected. Further reports will identify costly handing issues which are causing loss to the business – giving the opportunity for retraining or retendering, or show how much customer misuse is responsible for furniture damage.”

The web portal also enables clients to raise referrals as part of their customer service process, book appointments for an inspection or repair and view reports from the service technician post-visit. Customers can use the portal to book appointments in real time.

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