Furniture inspection and repair - a year in review
FIRA Service Technicians are the team within FIRA International who manage the furniture inspection, repair and education for many manufacturers and retailers across the UK. If a customer's product develops a fault, then the Service Technician team step in to support.
The last 12 months has seen a number of key appointments for the team, including:
- Ian Sparrow, Customer Service Manager
- Steve James, Deputy Operations Manager
- Ellie Blenkin, Technician Resource Planner
- Emily Marsh, Business Development Associate
- Reina Gendle, Senior Customer Service Advisor
In 2018 the team's focus has been on customer excellence and various training initiatives have been implemented to support this. Their new structure has led to more focus on targeting of technician resource and coupled with a new logistics system, lead-times are the lowest they have ever been. They have also successfully implemented AM/PM booking with 2019 focus being on offering even greater flexibility in terms of time-slots for customers.
There has been the creation of their photo triage service which aims at improving customer service and enabling greater first visit resolution.
Plans for 2019 include the extension reporting capabilities, coupled with the introduction of a systemic parts processing system. They are also developing new test/inspection methods in collaboration with FIRA International testing colleagues to ensure in-home reporting is based on the latest technologies.