1. Nationwide Franking Sense Limited Nationwide House Moss Bank Way Bolton BL1 8NP T: 01204 303015 Reg. 2683269
CASE STUDY
Fellowes
The Client
Fellowes is a global manufacturer of office products founded in 1917. They
employ more than 1,500 people across the globe and have revenues of
more than $700 Million. They started as the Bankers Box Company
producing a line of record storage boxes and now manufacturer paper
shredders, laminating equipment, desktop accessories, mobile technology
accessories air purification accessories and Storage boxes. The company is
headquartered in Itasca Illinois , has a European HQ in Tilburg Holland and
UK HQ in Doncaster.
Our Brief
Franking Sense approached Fellowes to procure some shredders on
behalf of one of its clients to provide a managed supply and service
contract in 2014. We became a significant purchaser of the products
and were approached by the customer service team to see if we
would be able to support Fellowes in providing the service to honor
their warranty work nationally. After extensive audits including a
board presentation and audit visit from both UK and European
service support teams from Fellowes, a long term agreement was
reached for NFS to become the UK national service provider for
Fellowes.
Solution
Franking Sense proposed to change the service model for Fellowes
by replacing the ‘collect and fix’ to a ‘fix on site’ model to provide the
end user with better response times and first time fix rates.
Here’s what Johan Brondijk, Quality and Technical After Sales Manager Europe said:
“In most European countries Fellowes has an agent that repairs our machines on our behalf. In the UK we had
experienced a decreasing service level over the past couple of years with the contract we had and needed an
improvement in this area. We contacted Franking Sense.
When looking at the KPIs Franking Sense uses, it became clear that their performance was at a very high level. This
gave us the confidence that Franking Sense would be able to bring the service and service levels we were looking
for. Franking Sense uses a different business model than we had experienced before, where repairs were done in a
workshop and not on site at the consumer.
We had no hesitation in appointing Franking Sense as our sole UK Service Partner, carrying out both in warranty and
out of warranty repairs. Repairs are now completed as expected and our customer satisfaction ratings are at 100%.
I am confident NFS will bring the service Fellowes wants for its consumers”.