THE POWER BEHIND THE BRANDS

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1 THE POWER BEHIND THE BRANDS Covering all types of home appliances THE FIRST CHOICE FOR HOME APPLIANCE AFTER SALES SERVICE & DISTRIBUTION

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3 OUR PRIORITY To deliver quality service that exceeds expectations Our History: The business started trading in 1969 and now boasts a pedigree of over 40 years experience. Our Scale: We are the largest independent home appliance service and spare parts distribution organisation in the UK. Our core operation consists of more than 500 direct employees, 500 independent service technicians, a 42,000 sq ft head office complex and a 225,000 sq ft National Distribution Centre. Our Solutions: We already provide some of the largest retailers, manufacturers and insurance companies in Europe with total service and distribution solutions. Our offering covers: - Stock Procurement & Distribution - Data Management - Field & Back to Base Appliance Servicing - Contact Centre Management - Total Service Management Our Team: We invest heavily in training and development to ensure we have the people to deliver our market leading solutions. Our commitment to excellence ensures our customers benefit from leading edge solutions and industry best practices which benchmark the best in class. Our Quality: We are independently accredited by British standards to ISO 9001 to ensure we deliver on our promises. Our Vision: To be the first choice for home appliance after sales service, spare parts, accessories and appliance distribution THE POWER BEHIND THE BRANDS

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5 CREATING THE SOLUTION TO FIT YOUR BUSINESS We develop and deliver the service solution for your business by listening to your requirements and adapting to your unique situation. Our solutions are designed to handle today s demands and meet the challenges of tomorrow. With more than 40 years industry experience, a commitment to the latest technologies and a desire to deliver best in class service - we have the experience, infrastructure and capacity to succeed. THE POWER BEHIND THE BRANDS

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7 AFTER-SALES SERVICE For home appliances Call Management. Our contact centre is open 7 days a week handling a wide variety of calls from customers booking a repair, exchange management, product advice, through to ordering replacement spares, parts and accessories. Soft Service. Our aim is to exceed your customers expectations by offering soft service over the telephone. This avoids unnecessary service calls as the consumer has their product working again with minimal hassle. In addition, this service has the added benefit of reducing your service costs. Back to Base. Our back to base service centre processes repairs for high value small domestic appliances and floorcare items, offering a cost effective solution. Field Service. Our field service network covers the whole of the UK and Ireland. Our service management software is linked to the contact centre and our parts ordering system, ensuring we are in full control of the service call from start to finish. We cover all appliance types including laundry, refrigeration and cooking, and are Gas Safe registered. THE POWER BEHIND THE BRANDS

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9 DISTRIBUTION For spare parts, accessories & appliances Distribution: Stock is held at our centrally based 225,000 sq ft National Distribution Centre where the latest technologies are employed to ensure parts are delivered on time, every time. Order Processing: Stock can be ordered via our contact centre or online 24/7. Orders for next day delivery to service organisations or direct to the consumer are processed the same day to ensure prompt delivery. Supply Chain Management: We manage the supply chain for spare parts, accessories and appliances from both local territory distribution centres and direct from factory sources across the world. Added Value Services: We provide added value services from direct despatch of goods on your behalf with customised despatch notes, through to customised ordering software for both B2B and B2C. Sales & Marketing: A core function of our business that enables us to effectively extend the reach of your brand and products to more customers. Scale: We despatch over 1 million parcels per year from over 100 of the leading brands. THE POWER BEHIND THE BRANDS

10 A TOTAL SOLUTION For home appliance aftersales service 3 Improve your Customer Service 3 Reduce your Returns 3 Increase your Profit FAQ EXTENDED WARRANTY QUALITY MANAGEMENT Get instant access to the quality and cost information you need to make informed decisions on your brand. FAQ EXTENDED WARRANTY FAQ EXTENDED WARRANTY REPAIR MANAGEMENT PARTS ORDERING EXTENDED WARRANTY FAQ EXTENDED WARRANTY Your customers can book warranty service calls 24/7 simply by entering their relevant details or, for out of warranty repairs, a fixed priced repair option is available. Fulfill your customer s requirements for replacement spare parts, consumables and accessories. More opportunities to promote your extended warranty schemes to customers

11 We can offer you a service platform which can be integrated within your business, offering an end-to-end total solution for after-sales. This will help to enhance the service proposition for your brand, delivering exceptional customer service and preventing unnecessary returns. Multi-Network Repair Management allows for repairs to be booked and signposted to either the Connect service network, your in-house service provision or other third-party networks. Quality Information is provided through our software which analyses all service calls and reports failure rate statistics which can drive product quality improvements. The software provides service costs analysis which assists you in understanding the real service provision charges which need to be applied to the costs of your products. Online Availability provides your customer, contact centre and stores round-the-clock access to the total solution software. This enables them to act upon any customer service queries they may have. Helping you deliver more through our people, our systems and our knowledge FAQ EXTENDED WARRANTY WARRANTY REGISTRATION USER MANUALS FAQ EXTENDED WARRANTY TIPS & ADVICE FAQ EXT WAR Enable your customers to register their warranty details. This can be followed up by sales prompts for key consumables and accessories. Replacement user manuals are stored within our library offering your customers instant access. Help your customers reduce service calls and maintain their products by giving them access to maintenance tips and care advice.

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13 SERVICE MANAGEMENT Providing the skills Service Management. Our service management team select only the best service providers across the UK. We work closely with our service providers to ensure that all repairs are completed with minimum delay. Our technical and service helplines are also available to deal with queries swiftly and efficiently. Service Management Software. Written specifically for us, by us, our service management software enables us to meet the requirements of our clients and service providers. This includes an integrated parts ordering system, a summary of outstanding service calls and an automated self-billing system by status code. Knowledge. Our service providers possess the skills and expertise necessary for servicing home appliances and we work closely with manufacturers to ensure that training is implemented across our network. Fully Qualified. Our service providers hold the requisite qualifications to safely repair or service home appliances, including Gas Safe and F Gas certifications. Nationwide Coverage. We provide a service across the UK and Ireland, with multi-tier coverage to manage capacity which fluctuates throughout the year. Scale. We currently service in excess of 250,000 home appliances per year. THE POWER BEHIND THE BRANDS

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15 SUPPLY CHAIN MANAGEMENT Providing the parts Global procurement. Our procurement team has the capability to manage a multitude of suppliers, ensuring parts are available from around the world Data. Accurate information is imperative to ensure that parts are correctly identified and ordered to satisfy a service request. Schematic breakdowns for each model, along with a list of parts, are loaded onto our software as well as photographs of each item taken as soon as the stock arrives at the Distribution Centre. Availability. Through our stock management system we meticulously plan and manage stock levels to ensure that all items are readily available to meet service provision demands, often exceeding 97% availability for next working day delivery. Speed of delivery. Orders placed before 3pm are despatched the same working day for next day delivery. Scale. We offer access to over 1.5 million SKUs, with over 120,000 lines carried in stock. THE POWER BEHIND THE BRANDS

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17 BUSINESS INTELLIGENCE Providing the information Measure & Monitor. Make informed decisions on how to improve the quality of your products through measuring and monitoring by model. This also enables you to validate counter-claims with accurate data, should the product perform outside your tolerances. Cost of Service. Understand the real cost of service, accounting for repair costs, parts costs, beyond economical repair and returns costs, allowing you to make the correct service provision against your products. Access. Instant access to data is crucial; a web based user log-in facility enables your partners from around the world to view the information. THE POWER BEHIND THE BRANDS

18 Our strength in numbers OVER 500 EMPLOYEES OVER 500 SERVICE TECHNICIANS THROUGHOUT THE UK 225,000 42,000 sq ft. NATIONAL UK DISTRIBUTION CENTRE sq ft. UK HEAD OFFICE COMPLEX OVER 120,000 LINES IN STOCK READY FOR DESPATCH OVER 1 Million PARCELS DESPATCHED PER ANNUM OVER 1.5 Million CALLS PROCESSED PER ANNUM OVER 250,000 APPLIANCE REPAIRS PER ANNUM

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20 THE POWER BEHIND THE BRANDS Connect Distribution Services Ltd, Connect House, Small Heath Business Park, Talbot Way, Birmingham, B10 0HJ Tel. +44 (0)