REPAIR & ASSURE Advertorial
Beyond the Call Out
Why End-to-End Support is the New Standard in Appliance Service.
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or years, the appliance repair industry has been defined by one key interaction. the engineer arriving at a customer’s home, fixing the problem, and leaving. But in today’s service driven world, that model is no longer enough. Retailers, manufacturers, and warranty providers are demanding more than just a call out service, they want partners who can deliver a seamless, customer focused experience from start to finish. We believe the future of appliance service lies in end-to-end support, a model that enhances customer satisfaction, improves operational efficiency, and strengthens brand trust. From the first point of contact to post repair follow ups, every touchpoint matters.
Pre Repair: Setting the Standard Early Customer experience begins long before an engineer knocks on the door. The first impression is often shaped by how the service is booked and communicated. Our dedicated customer service team plays a vital role in making sure that impression is a positive one. From the moment a job is raised, our team works tirelessly to keep customers fully informed. They provide friendly, clear updates by phone, SMS, or email confirming appointments, offering reminders, and ensuring customers know exactly what to expect on the day of the visit. Their attentiveness helps reduce
no access appointments and builds trust from the outset.
Our customer care doesn’t stop at basic communication. They often go above and beyond checking in with vulnerable customers, rescheduling around school runs, or answering out of hours queries with professionalism and care. In a world where service expectations are higher than ever, that human touch makes a lasting impact.
During the Visit: Professionalism with a Personal Touch
The service visit is the core of any repair, but even here, expectations are rising. It’s not just about technical skill it’s about professionalism, presentation, and customer reassurance. Our engineers are trained not just to repair, but to represent the brand whether that’s ours, a manufacturer’s, or a retailer’s.
Post Repair: Following Up, Not Falling Off Many service companies treat a successful repair as the end of the job. We see it as just the beginning of customer retention. After the visit, customers automatically
receive a summary of the work completed, along with links to review the service, report any concerns, or rebook if necessary. This proactive approach reduces repeat faults, increases positive reviews, and creates valuable feedback loops. For retailers and
manufacturers, these insights help identify product issues early and track customer satisfaction in real time. We also follow up internally. Our system flags any incomplete resolutions, delayed parts, or repeated failures for review by our support team, ensuring nothing is missed.
The Tech Behind the Service All of this is made possible by the technology we’ve built in house. Our internal CRM system, developed by our skilled engineering team, integrates scheduling, engineer management, parts tracking, and customer communications in one place. It means we can react faster, provide better visibility to our partners, and deliver a more connected experience to customers.
Why It Matters
End-to-end service isn’t just a nice to have its fast becoming the baseline. Retailers and manufactures want reliability, transparency, and professionalism. They want service partners who not only fix problems but also protect their brand reputation.
In a competitive landscape, the companies who thrive won’t be those offering the cheapest repairs, but those who offer the best experience. We’re committed to delivering that experience at every stage of the customer journey. Because in 2025, beyond the call out is exactly where the bar needs to be.
July/August 2025
ertonline.co.uk
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