As we step into 2025, we at Emmiera Group are proud to reflect on the strides we made throughout 2024 and to reaffirm our commitment to delivering excellence in all we do.
Our journey is driven by an unwavering focus on innovation and process enhancement. Serving over 23,000 customers each month, it is our priority to provide a service that leaves a lasting, positive impact on both our clients and their end customers.
Raising the Bar for Quality in Repairs
Quality has always been at the heart of our operations. We are pleased to report significant improvements in first-visit resolution rates and Net Promoter Score (NPS) feedback. To build on this progress, we are introducing an enhanced Quality Assurance (QA) programme alongside a state-of-the-art Field Service Management (FSM) system.
A pivotal aspect of this improvement is our Technical Triage team. By utilising images and videos provided by customers, this team accurately diagnoses issues and recommends appropriate repair procedures, materials, and timeframes. In cases where repairs are not immediately possible, the team ensures that necessary parts are ordered promptly. Currently, we triage 25% of our work and are on track to increase this figure to 90% by March 2025, ensuring greater consistency and accuracy in our repair services.
Precision Reporting and Enhanced Client Communication
Over the past year, we have focused on enhancing the clarity, detail, and professionalism of our repair reports. In 2025, we will launch a new FSM system that will revolutionise how our technicians operate. Our newly developed technician app is pre-programmed with high-quality standard operating procedures (SOPs) for every fault type. This allows technicians to create perfect reports while following meticulously developed repair procedures.
These SOPs are the result of years of experience and collaboration, ensuring that every visit, repair, and report is consistently delivered to the highest standard. Reports will also be transmitted to our clients instantaneously while technicians are still on-site, enhancing efficiency and client satisfaction.
Introducing Cutting-Edge Mattress Inspection Technology
In keeping with our dedication to innovation, we are excited to announce the integration of a new mattress inspection and measurement apparatus into our operations. This advanced technology enables precise assessments of mattress quality and defects, taking our inspection capabilities to the next level.
The apparatus generates quantifiable data that supports objective, fair, and unbiased decision-making, offering our clients an unmatched level of service. By combining this technology with the expertise of our technicians, we continue to set the standard for tackling even the most complex repair and inspection challenges.
A Heartfelt Thank You
None of this progress would have been possible without the steadfast support of our clients, partners, and staff. We are profoundly grateful for your trust, loyalty, and collaboration, which have been essential to our success. Your feedback and engagement drive us to continually innovate and improve.
As we look ahead to 2025, our focus remains steadfast on quality, innovation, and client satisfaction. Together, we will continue to raise the bar for excellence in furniture repairs and insurance services. Thank you for being an integral part of the Emmiera Group journey—we look forward to serving you in the year ahead.
Please do come and see us during the January Furniture Show in Hall 5 on Stand B39. Here’s to a successful and exciting year for us all!
