Fisher & Paykel Appliances designs, manufactures and markets a range of innovative household appliances developed with a commitment to technology, design, user friendliness and environmental awareness. The Company sells products in over 50 countries and has manufacturing sites located in five countries.
A critical success factor in our business is providing unrivalled after sales service and support to our global consumer base. Given our global reach, Fisher & Paykel Appliances operates a 24 hours / 7 days per week global Customer Contact Centre, situated in three sites across Australia & New Zealand.
Fisher & Paykel Appliances is committed to delivering a quality customer service experience and as part of our ongoing improvement programme identified a need to implement a centralised Knowledge Management System to continue to support our standards and innovation.
Key requirements of any Knowledge Management System for Fisher & Paykel Appliances included:
- A centralised resource for all processes, policies and reference material utilized by Customer Services representatives
- Simple and fast to use to retrieve information in a Call Centre environment
- Easy to maintain to ensure currency of content and communication of updates
- Integration directly with our training plans and resources
After reviewing and evaluating a number of specialist software options, Fisher & Paykel Appliances decided on livepro® as our preferred Knowledge Management application for use in our Customer Services division.
A key attraction for Fisher & Paykel Appliances is that livepro® is an established knowledge management system specifically used in Call Centre environments. By choosing livepro®, and IMC as the implementation & consulting partner, we can continue to build on best practices of Knowledge Management concepts.
Our livepro® Knowledge Management System now forms an integral part of our global customer services information solutions to achieve the goal of “One Question – Same Answer – Different Voice” in servicing customers across our markets.
The various features available for use in the livepro® software has enabled us to closely link our policies and processes together in an easily deliverable format for quick and easy reference by staff. Other functionality such as Announcements and Feedback in the livepro® System, have assisted in ensuring that our information is current, timely and accurate by having direct interaction with the users and staff maintaining the data. By linking the Quiz module of livepro® directly with our Training plans and competencies, we are able to assess the effectiveness of the information delivered.
From the outset we recognized that the introduction of knowledge management concepts and disciplines is a long term, ongoing project. Part of our strategy was to target the high turnover end of information and training requirements as Stage 1, which has to date been successful.
We will progressively roll out livepro® across all aspects of our Customer Services businesses and consider livepro® a key element in enhancing our overall customer service delivery.
Garry Walker
Global Call Centre Manager, Customer Services
Fisher & Paykel Appliances
