17 - 19 August, 2020 | Sydney
Shaun Thompson, Customer Experience Manager at Fisher Paykel

Shaun Thompson

Customer Experience Manager
Fisher Paykel

Check out the incredible speaker line-up to see who will be joining Shaun.

Download The Latest Agenda

Conference Day One: Tuesday, 16 April 2019

Tuesday, April 16th, 2019

3:00 PM Drastically improving Your NPS Score by Providing Greater Visibility of your End-to-End Customer Journey

Fisher Paykel completes over 150 000 service calls in Australia with a team consisting, fleet of 90 vans, 66 full time technicians and 21franchisees. This is supported by a Global contact centre that consists of a 100 FTE which also supports other markets such as New Zealand, UK and USA. They have witnessed a significant increase in their customer satisfaction in global markets (witnessed by a dramatic increase in NPS scores from negative to the high 50s in under a year) by re- platforming their mobility solution and providing full visibility of a technician’s journey to and from service calls. This has also led efficiencies in scheduling and agent productivity. This session will explore the journey so far.

  • Integrating the knowledge management system, CRM and booking system to a single view console
  • Maximising uptake and driving the shift towards real time scheduling
  • Evaluating the bolt-ons for
  • real-time tracking
  • Single view of the customer