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FROM PRODUCTS
TO SERVICES
PAUL THURSTON
Head of Service Design
at PDR

ANDY MUDIE
Marketing Director
at Nuaire

@p_thurston

andy.mudie@nuaire.co.uk
SME
59%

private sector employment in UK
PDR is a world-class
research unit based
at Cardiff Metropolitan
University
We deliver
commercial projects,
funded programmes
and cutting-edge research
across 8 research groups
“From £50 fans to
£1000 installs”
This is a story about
service design in a product
focused SME manufacturing
business.
Nuaire is a private equity backed
company since 2004.
Currently ~ £50M Turnover
We employ over 420 people
Manufacturing in Caerphilly, South Wales
Multiple International sales locations
Nuaire
What is service design to Nuaire?
There’s no R&D team for services
Initial benefits are linked to our high growth areas;
Gaining market share in residential ventilation.
‘Ventilation per dwelling’ increases rapidly on new build.
Delivering products and services that will make a
difference to housebuilders.
What services do national housebuilders need from a
manufacturer like us?
Traditional view of ‘service’?
- People default to ‘customer service’ and a
call centre.
- Next service association is to after sales
or maintenance.
- People can move from products to
services.
But we put £3m
‘at risk’ by not
focusing on
services
Basics first
Basics first
Nuaire
Eliminate the risk
Innovative products
First time & every time
Lowest total installed cost.
Vent Axia
Largest, most comprehensive choice
Understand our customers
How they live and work
Comfortable and straightforward as possible.
Best in the industry.

Innovation in
product

Innovation in
service
Company
Unique Service

Service

Service Plan

Product performance tool

Product selector tool

Information on products

Building service

Specialized MVHR products

Local contacts/sales reps

Local stockists

Showroom

FAQ’s/Glossary

Loyalty Scheme for installers

On-line planning tool

Technical support service

Paid BPEC course

Free BPEC course

Training courses

Building regulations advice

Online shopping service

Social media for technical support

Free filter replacement service

Social media for comms

Video of MVHR system

Online payments

Commissioning service

Delivery service

Installation service

Quotation service

Request a brochure

Downloadable brochures

Product information pages

Diverse product range

Paid design service

Free design service

Guarantee

Service Attribute

MVHR SERVICE PROVISION: COMPETITIVE ANALYSIS

Solarcrest

DEALEC

Airflow

Green Building Store

Tinton

Polypipe

VentAxia

Paul

Nuaire

Worcester BOSCH

Solo Installers

Itho
created by: www.pdronline.co.uk
“From £50 fans to
£1000 installs”
“I’ve been doing these wrong for
years, f**k knows what’s coming out
of the systems i’ve installed”
Independent ventilation installer
Protecting £3m
Up to £2M of ‘fans’
Now more than £4M on new units
Sales potential 100% increase with
ancillaries
All from reviewing ‘Service’ too
Protecting £3m
But, we are now close to £5m
Products to service to product
Thanks.
Questions?

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SDCN13 -Day2- From Products to Services by Paul Thurston & Andy Mudie

  • 1.
  • 3. PAUL THURSTON Head of Service Design at PDR ANDY MUDIE Marketing Director at Nuaire @p_thurston andy.mudie@nuaire.co.uk
  • 4. SME
  • 6. PDR is a world-class research unit based at Cardiff Metropolitan University
  • 7. We deliver commercial projects, funded programmes and cutting-edge research across 8 research groups
  • 8.
  • 9.
  • 10.
  • 11. “From £50 fans to £1000 installs”
  • 12. This is a story about service design in a product focused SME manufacturing business.
  • 13. Nuaire is a private equity backed company since 2004. Currently ~ £50M Turnover We employ over 420 people Manufacturing in Caerphilly, South Wales Multiple International sales locations
  • 15. What is service design to Nuaire?
  • 16. There’s no R&D team for services
  • 17. Initial benefits are linked to our high growth areas; Gaining market share in residential ventilation. ‘Ventilation per dwelling’ increases rapidly on new build. Delivering products and services that will make a difference to housebuilders. What services do national housebuilders need from a manufacturer like us?
  • 18. Traditional view of ‘service’? - People default to ‘customer service’ and a call centre. - Next service association is to after sales or maintenance. - People can move from products to services.
  • 19. But we put £3m ‘at risk’ by not focusing on services
  • 22. Nuaire Eliminate the risk Innovative products First time & every time Lowest total installed cost. Vent Axia Largest, most comprehensive choice Understand our customers How they live and work Comfortable and straightforward as possible. Best in the industry. Innovation in product Innovation in service
  • 23. Company Unique Service Service Service Plan Product performance tool Product selector tool Information on products Building service Specialized MVHR products Local contacts/sales reps Local stockists Showroom FAQ’s/Glossary Loyalty Scheme for installers On-line planning tool Technical support service Paid BPEC course Free BPEC course Training courses Building regulations advice Online shopping service Social media for technical support Free filter replacement service Social media for comms Video of MVHR system Online payments Commissioning service Delivery service Installation service Quotation service Request a brochure Downloadable brochures Product information pages Diverse product range Paid design service Free design service Guarantee Service Attribute MVHR SERVICE PROVISION: COMPETITIVE ANALYSIS Solarcrest DEALEC Airflow Green Building Store Tinton Polypipe VentAxia Paul Nuaire Worcester BOSCH Solo Installers Itho created by: www.pdronline.co.uk
  • 24. “From £50 fans to £1000 installs”
  • 25. “I’ve been doing these wrong for years, f**k knows what’s coming out of the systems i’ve installed” Independent ventilation installer
  • 26.
  • 27.
  • 28.
  • 29. Protecting £3m Up to £2M of ‘fans’ Now more than £4M on new units Sales potential 100% increase with ancillaries All from reviewing ‘Service’ too
  • 30. Protecting £3m But, we are now close to £5m
  • 31. Products to service to product