Electrolux
An important part of Electrolux’s stated mission is to make life as easy as possible for its customers. As the commercial appliance division of the world’s largest kitchen and cleaning appliance company has been finding out, CI’s 0800 Charge-back service does the same for people wanting remote access to the Internet.
The 0800-Charge-back service makes life easier for around 60 of Electrolux Professional’s senior managers, field based sales and technical support staff, enabling them to have secure, reliable and technically supported access to the Internet, wherever they travel in the UK.
“Primarily when we came to CI we were just looking for a better way of giving our off-site people quick and easy access to the Internet for the web or email as they travel in the UK,” explains Electrolux Professional’s IT Manager, Craven Taylor. “So initially, it was the sheer speed and convenience of the service that appealed to us.”
Electrolux mainly make use of the service’s email features, connecting through a LAN to the company’s Notes-based email services, and also accessing its mainframe systems. “They can track what is happening just as if they were in the office,” says Craven.
“So they can work efficiently from home, a hotel or on the move, via a mobile phone link. They can always get the up-to-date situation, even when they are out on the road. They can even track a particular customer’s job. So, for example, if necessary they can show a customer what’s happening by looking up a job there and then, which is reassuring for them.”
Web-access via the 0800-Charge-back service is useful to both sales and technical support staff. Sales staff can carry out research on customers and potential customers and support staff can view or download technical information available on the Electrolux website.
From an internal administration point of view, the service has been easy to implement. Electrolux Professional has been able to set up its own user data and maintain it themselves, as people come and go. “That’s another big plus for us, “ adds Craven, “as well as the fact that we can suspend accounts and change passwords if a laptop is stolen or lost. It’s all very convenient.”
So, overall how does the 0800 Charge-back service compare with other similar services that Electrolux Professional has used in the past? It is the speed of access and consistency of service that has impressed Craven and his co-workers most.
“There is no doubt this is a much quicker connection and people with broadband get very fast access indeed. Overall our people say it is easier to get online and once on, it stays up better. They report that accessibility and reliability are greatly improved. All in all, it’s a much better connection, a better all-round service - and cost-effective,” Craven concludes.