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Case · Heat pumps · Quick scan and advice

How to keep customer contact up to standard while you grow.

An international supplier of heat pumps, electric boilers and heat exchangers, among other products, was growing fast. Customer contact was increasing and the ambition was the highest customer satisfaction in the market. Effecta carried out a quick scan and advised on organisation, processes and systems.

Client: international supplier of heat pumps
4customer groups: installers, internal information line, wholesalers and consumers
Immediatelyquick wins implemented
Customer contact team discussing how the organisation is set up

Situation

Alternative energy is a hot topic, and you notice it on the phone.

In 2020, alternative energy sources were a hot topic. The supplier was growing fast and customer contact rose accordingly. At the same time the ambition was high: the highest customer satisfaction in the market.

Approach

A quick scan of the set-up, with advice per customer group.

Effecta carried out a quick scan of how the current organisation was set up. This led to advice on a more effective set-up for the different customer groups: installers, the internal information line, wholesalers and consumers. The advice covered organisation, processes and systems.

Result

Quick wins implemented immediately, ready for the growth scenarios.

The organisation implemented the quick wins immediately. Follow-up steps were then taken to equip the organisation for the growth scenarios.

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