NEW! Best Industry Service and Support Provider
Provider: Pacifica
Entry Statement
Pacifica is the UK’s leading independent provider of domestic appliance repairs and warranty and protection services in the Major Domestic Appliance (MDA) market, completing more than 390,000 repairs each year.
Operating nationwide, the business delivers both reactive repair services and ongoing appliance protection plans, which provide customers with cover for breakdown, repair and, where required, replacement.
Its long-term model is built on partnerships with manufacturers, retailers and insurers, including Electrolux, Sony, Hisense, LG, Vestel, Howdens, Midea, GDHA and Shop Direct, supporting customers across the UK.
Pacifica specialise in providing a full 360 service package for our clients.
Starting from taking inbound calls, we answer 534,00 calls annually for multiple manufactures across our 3 call centre locations. Upon taking these calls we will establish if a repair is needed. These calls equate to around 390K repairs per year, these would be booked directly into our engineers live diaries.
Engineer visits result in around an 80-85% first time fix rate which we attribute to having a skilled workforce of around 320 employed engineers. We have delivered over 11,000 hours of training to our employees to ensure we remain up to date in this ever evolving industry. Along with the skill of our engineers we also have a slick pre ordering system, meaning the issue is pre diagnosed, a number of possible parts picked, packed and dispatched over night to the engineer.
We provide the clients customers with a second to none customer repair journey, the customer receives a number of comms from Pacifica during the process – from the initial booking, a confirmation with a 3-hour time slot the day before, and a link to an engineer tracking system live from the day of their repair.
Pacifica have a 4.6 rating on both Trustpilot and google reviews which come from customers rating both our engineers and call centre staff, cementing the fact our full end to end process for the customer is seamless and smooth.
For our clients we offer much more than just repairs, manufacturers partner with us because we have the ability to perform repairs to a high standard but much more than that which puts us as the best in the UK and why we are trusted by so many large manufactures
• we house their spares in our 85K square ft warehouse where 60,000 spare are picked packed and dispatched every month.
• We integrate seamlessly into their systems giving them clear visibility of what is happening with each customer.
• We provide detailed monthly packs with each client receiving a dedicated Partnership Manager to deal with.
Pacifica are much more than a repair company, we are also an insurance business, allowing us to increase our manufactures revenue by offering extended warranties. This is generally done by hosting registration sites where we would the present the customer with different warranty offers, the manufacturer will receive all registration information regardless of if the customer takes out an extended warranty. But also allows us to hold the information for a smoother customer journey should a repair then be needed either in or out of manufactures guarantee.
Pacifica work hard to provide the best service for our clients, from start to end, interlinking every aspect of what we do making us a truly full circle business, minimising our clients’ needs to use multiple service providers for the same outcome. We are unmatched in the UK in what we offer our clients. Our client testimonials and timelines of how we developed and maintain long lasting relationships with key businesses within our industry are attached in the supporting documents.
Entry ID: 5795
