Furniture repair and insurance services provider Emmiera Group reflects on the strides it made throughout 2024, and reaffirms its commitment to delivering excellence in all it does …
“Our journey is driven by an unwavering focus on innovation and process enhancement,” Emmiera Group begins. “Serving over 23,000 customers each month, it is our priority to provide a service that leaves a lasting, positive impact on both our clients and their end-customers.”
Raising the bar for quality in repairs
Emmiera says that quality has always been at the heart of its operations, and it is pleased to report significant improvements in first-visit resolution rates and Net Promoter Score (NPS) feedback. “To build on this progress, we are introducing an enhanced Quality Assurance (QA) programme alongside a state-of-the-art Field Service Management (FSM) system,” says the business.
“A pivotal aspect of this improvement is our Technical Triage team. By utilising images and videos provided by customers, this team accurately diagnoses issues and recommends appropriate repair procedures, materials and timeframes. In cases where repairs are not immediately possible, the team ensures that necessary parts are ordered promptly. Currently, we triage 25% of our work and are on track to increase this figure to 90% by March, ensuring greater consistency and accuracy in our repair services.”
Precision reporting and enhanced client communication
Over the past year, the group has focused on enhancing the clarity, detail and professionalism of its repair reports – and this year, it will launch a new FSM system that promises to revolutionise how its technicians operate. “Our newly developed technician app is pre-programmed with high-quality standard operating procedures (SOPs) for every fault type,” says Emmiera. “This allows technicians to create perfect reports while following meticulously developed repair procedures.
“These SOPs are the result of years of experience and collaboration, ensuring that every visit, repair and report is consistently delivered to the highest standard. Reports will also be transmitted to our clients instantaneously while technicians are still on-site, enhancing efficiency and client satisfaction.”
Introducing cutting-edge mattress inspection technology
Emmiera continues: “In keeping with our dedication to innovation, we are excited to announce the integration of a new mattress inspection and measurement apparatus into our operations. This advanced technology enables precise assessments of mattress quality and defects, taking our inspection capabilities to the next level.
“The apparatus generates quantifiable data that supports objective, fair and unbiased decision-making, offering our clients an unmatched level of service. By combining this technology with the expertise of our technicians, we continue to set the standard for tackling even the most complex repair and inspection challenges.”
Part of the journey
“None of this progress would have been possible without the steadfast support of our clients, partners and staff,” Emmiera concludes. “We are profoundly grateful for your trust, loyalty and collaboration, which have been essential to our success. Your feedback and engagement drive us to continually innovate and improve.
“As we look ahead to 2025, our focus remains steadfast on quality, innovation, and client satisfaction. Together, we will continue to raise the bar for excellence in furniture repairs and insurance services. Thank you for being an integral part of the Emmiera Group journey– we look forward to serving you in the year ahead.
“Here’s to a successful and exciting year for us all!”
