“Connect has delivered a secure and
scalable extranet solution, enabling
us to offer a very professional and
effective service to our clients”
Malcolm Wood, Commercial Director,
Furniture Repair Network
Client Background
Furniture Repair Network(FRN) is a
national network of independent
upholstery repairers. Their clients
are the leading furniture
manufacturers, retailers and furniture
warranty insurance companies in the
UK, and include IKEA and Argos.
The Solution
FRN asked Connect Internet Solutions
to develop a bespoke web-based system
to manage the network of upholstery
repairers and provide a unique service
to furniture manufacturers, retailers
and insurers.
Connect implemented an extranet system
for FRN in less than nine months,
working closely with FRN to arrive at
an effective solution. “FRN had
developed a powerful vision of how the
extranet would allow them to enhance
the flow of information between
customer, repairer and manufacturer,
and serve to differentiate themselves
from the competition,” comments Gretel
Baron, Account Manager at Connect.
The website provides an around-the-
clock after-sales service for
furniture companies.
Consumers, who need
assistance, report their problems to
the manufacturer, retailer or insurer
as directed. These companies then use
the FRN system to send instructions to
the nearest FRN member upholster,
asking them to make an appointment
with that consumer. Access to the
system is available 24 hours a day, 7
days a week and 365 days a year.
Malcolm Wood, Commercial Director of
FRN, comments, “The online direct link
between manufacturer or retailer and
the upholstery professionals ensures a
rapid response to consumers’ needs and
provides an excellent audit trail of
progress when following particular
repairs or claims. The system is also
available for seamless integration
into a call centre, thus enabling FRN
to deal with consumer complaints
directly when clients do not
want the initial complaint routed
through them”.
The Results
- Secure and scalable extranet enables
the flow of information between the
manufacturer, retailer and insurer
with repairers
- Rapid response to claims ensuring
enhanced customer satisfaction
- Effective management of repair
progress
- Reduction in time and costs of
managing customer claims
