Insurance replacement solutions provider Empire Commercial is to outsource its installation and repair services for consumer electrical and white goods to ServicePower’s Field Service Solutions in a deal saidto be worth £800,000 a year
They have signed a 12 month rolling contract, Empire was previously a customer of Nationwide Electronic Service Network – the Stoke-based organisation with a call centre and a nationwide network of 140 independent local repairers. It is understood part of Empire’s worries were it had to control the process manually and was unable to book appointments.
“˜Empire will outsource insurance inspections and repairs of both consumer electrical goods such as flat panel televisions and white goods such as washing machines,’ said Jonathan Trubshaw, commercial director of ServicePower Field Service Solutions. “˜In addition Empire will outsource warranty inspection work across the UK.’ In a statement made to the Stock Market ServicePower said: ‘This outsourcing deal is estimated to be worth in excess of £800,000 based upon volumes from a year long pilot.’
“˜ServicePower will provide essential tools and services to Empire,’ added Manohar Showan, commercial director for Empire Direct. “˜ServicePower’s state of the art IT system allows us to manage outsourced service work as if we were managing our own service staff. We can offer a level of customer service that is unsurpassed in the insurance industry and is tailored to the individual needs of each customer.’
Empire is a £150 million business which aims to provide a one stop shop in insurance claims management for brown and white goods. This includes on site inspections, call handling and a repair workshop. ServicePower is “˜providing people on site at Empire to help train and staff and manage exception jobs.’
It is interesting to note that former director, Dave Ince and former managing director, Jonathan Trubshaw, are both said to be involved with ServicePower. It is also of note that UK Whitegoods were categorically assured that Mr Trubshaw was NOT a director of ServicePower due to the events with NESN and yet in this report it is stated very clearly that he is the “commercial director”.
Reported byService Management 365