10 reasons to choose Fenice
Our repair technicians
Only the best at the service of the best.
Being a Fenice Care System repair technician isn’t easy and isn’t for everyone. Customer service for the leading furniture chains needs to be managed with the highest level of care and professionalism available.
This is why the Fenice Care System network of repair technicians has been rigorously selected in order to ensure the absolute highest levels of service quality.
We require that our repair technicians possess the following prerequisites:
- Excellence in resolving all issues, without exception, and at least 10 years of experience in the field of upholstery
- Willingness to work remotely
- Willingness to keep a stock of replacement parts to accelerate the most common repairs and minimize costs
- Ability to transport sofas autonomously
- Access to a computer and a broadband Internet connection
- Ability to fill out the required documentation properly
- Willingness to comply with the Fenice Care System code of ethics and to be part of a group focused single-mindedly on customer satisfaction, with all that entails
- Professional appearance of self and vehicles
- Willingness to be remunerated based on service quality and speed
- The makeup of our team is constantly evolving because poorly performing repair technicians are replaced quickly, and those who begin covering too large an area are immediately given the support of other technicians to keep response times low.
Ongoing training
We choose the best repair technicians, so it’s our duty to ensure that they remain the best!
Every six months, we meet for training, to discuss needs and challenges, and to share experiences.
Professional instructors offer their experience to help repair technicians to better understand the customers’ needs, while our in-house technicians, who are in constant contact with furniture manufacturers and with Fenice’s research center, update the network on the most common challenges and on new technologies and techniques.
Attendance of these technician training events is mandatory and free of charge.
The most innovative technologies
We have the most advanced information systems and the best IT minds to maintain a system that enables us to work with the utmost efficiency.
Communications always take place via our internet portal, where all customer-related events are logged, from a mere phone call to technician visits (including reports and photos) and including customer administration.
Customers are given their own page from which to follow service progress in real time. The sales floors, in turn, can use the portal to analyze everything that’s going on. Manufacturers get a technical report with photos of any repair requests along with advanced statistics on defects by model. They can also monitor response times in each area and use real data to ensure that the service being provided to their customers meets their expectations.
But that’s not all. The power of web services enables us to connect our systems with those of the manufacturers, which exceptionally helpful for sales floors and for our technicians, who get all they need to act as efficiently as possible and give the customer an incredible level of professionalism. All we need is a customer’s name to pull up everything we know about them: what they’ve purchased; if it’s under warranty; where they are. The impact of that sense of importance a customer feels when they are immediately recognized cannot be underestimated.
A team of experts is constantly working on our systems because our technology is constantly evolving and there is always room for growth.
Clear, simple billing
Every month, our system issues a single invoice with the details of every service provided. Each service call has its own reference code, which can be used at any time to view all interactions with the customer, details on the repairs made (including photos), and all other information needed to better understand the cost of the service provided.
Replacement parts center
Expert technicians assess al requests for replacement parts before sending them on to the manufacturer. The status of every order can be monitored in real time by the manufacturer, repair technicians, and the customer. An automated system keeps order response times under control and, in the event of delays, sends reminders where necessary and a message to the customer to apologize for the delay.
Faster response times
A customer who has invested in a new sofa deserves to receive quality service and should never have to do without a recently purchased piece of furniture for long. This is why we get back to customers within two business days of their requests and try to do the repairs in their homes whenever possible, so that the issue can be resolved in just a few minutes. Even when a sofa needs to be brought back to our lab for more complex repairs, we work hard to complete the repairs as quickly as possible. Each action of our repair technicians needs to be done within a preset length of time, and our systems ensure that these timeframes are respected. If the timing of a repair goes longer than it should, the repair technician is penalized monetarily and is then replaced in the event of repeat offenses.
Legal support
We do everything we can to make the customer happy, because the customer is the most important asset of any business. Sometimes, though, despite our best efforts, some situations may require legal assistance. The proper documentation available for each case enables us to deal with any disputes with the knowledge and ability to demonstrate that everything has been done in good faith and in accordance with the law.
Quality control
We have a single, uncompromising quality standard: excellence.
We expect nothing but perfection from our repair technicians through service provided with the full awareness of having definitively solved all issues reported.
We monitor all response times from receipt of the request to completion of the service.
We have personnel dedicated to monitoring customer satisfaction, who contacts the customer once a service has been completed to get their opinions on how we did and invaluable advice on how we can continue to improve our services. This same person interacts with the sales floors to verify satisfaction levels and to ensure any complaints are addressed immediately. They also communicate with the team of repair technicians to understand their needs and help them to continue improving.
Verifying repair frequency
Our systems are able to classify all service calls and provide manufacturers with data on the frequency of defects of the various components, broken down by model and geographical area. Once the most common issues are identified, we can get down into the detail of each issue with the help of related photos. This is an indispensable tool in the constant improvement of furniture quality.
Greater value for your reputation
We take great care of your customers. The satisfaction of your customers is our team’s primary objective.
Repairs are what we do, not an annoyance in the middle of countless other things on our plates. Our professionalism is measured by how well we are able to solve issues and satisfy the customer, and this is our singular purpose. The certainty of making your customers happy is what gives us the enthusiasm and determination to work hard each and every day.
Our call center is staffed only by real people who know how to listen and understand—no buttons to push, no voice menus to deal with. Our information systems have been designed to keep the customer at ease. When a request is submitted, the system automatically sends a message to the customer apologizing for the issue on behalf of the manufacturer, and we immediately provide them with instructions on how to contact us when necessary. We also provide a webpage where they can log in to monitor the progress of the service call. The system then keeps the whole process under control and sends out reminders in the event of any delays. Once the service call is complete, the customer receives a message apologizing for the inconvenience along with a form to submit with any comments or suggestions.
10 reasons to choose Fenice
Our repair technicians
Only the best at the service of the best.
Being a Fenice Care System repair technician isn’t easy and isn’t for everyone. Customer service for the leading furniture chains needs to be managed with the highest level of care and professionalism available.
This is why the Fenice Care System network of repair technicians has been rigorously selected in order to ensure the absolute highest levels of service quality.
We require that our repair technicians possess the following prerequisites:
- Excellence in resolving all issues, without exception, and at least 10 years of experience in the field of upholstery
- Willingness to work remotely
- Willingness to keep a stock of replacement parts to accelerate the most common repairs and minimize costs
- Ability to transport sofas autonomously
- Access to a computer and a broadband Internet connection
- Ability to fill out the required documentation properly
- Willingness to comply with the Fenice Care System code of ethics and to be part of a group focused single-mindedly on customer satisfaction, with all that entails
- Professional appearance of self and vehicles
- Willingness to be remunerated based on service quality and speed
- The makeup of our team is constantly evolving because poorly performing repair technicians are replaced quickly, and those who begin covering too large an area are immediately given the support of other technicians to keep response times low.
Ongoing training
We choose the best repair technicians, so it’s our duty to ensure that they remain the best!
Every six months, we meet for training, to discuss needs and challenges, and to share experiences.
Professional instructors offer their experience to help repair technicians to better understand the customers’ needs, while our in-house technicians, who are in constant contact with furniture manufacturers and with Fenice’s research center, update the network on the most common challenges and on new technologies and techniques.
Attendance of these technician training events is mandatory and free of charge.
The most innovative technologies
We have the most advanced information systems and the best IT minds to maintain a system that enables us to work with the utmost efficiency.
Communications always take place via our internet portal, where all customer-related events are logged, from a mere phone call to technician visits (including reports and photos) and including customer administration.
Customers are given their own page from which to follow service progress in real time. The sales floors, in turn, can use the portal to analyze everything that’s going on. Manufacturers get a technical report with photos of any repair requests along with advanced statistics on defects by model. They can also monitor response times in each area and use real data to ensure that the service being provided to their customers meets their expectations.
But that’s not all. The power of web services enables us to connect our systems with those of the manufacturers, which exceptionally helpful for sales floors and for our technicians, who get all they need to act as efficiently as possible and give the customer an incredible level of professionalism. All we need is a customer’s name to pull up everything we know about them: what they’ve purchased; if it’s under warranty; where they are. The impact of that sense of importance a customer feels when they are immediately recognized cannot be underestimated.
A team of experts is constantly working on our systems because our technology is constantly evolving and there is always room for growth.
Clear, simple billing
Every month, our system issues a single invoice with the details of every service provided. Each service call has its own reference code, which can be used at any time to view all interactions with the customer, details on the repairs made (including photos), and all other information needed to better understand the cost of the service provided.
Replacement parts center
Expert technicians assess al requests for replacement parts before sending them on to the manufacturer. The status of every order can be monitored in real time by the manufacturer, repair technicians, and the customer. An automated system keeps order response times under control and, in the event of delays, sends reminders where necessary and a message to the customer to apologize for the delay.
Faster response times
A customer who has invested in a new sofa deserves to receive quality service and should never have to do without a recently purchased piece of furniture for long. This is why we get back to customers within two business days of their requests and try to do the repairs in their homes whenever possible, so that the issue can be resolved in just a few minutes. Even when a sofa needs to be brought back to our lab for more complex repairs, we work hard to complete the repairs as quickly as possible. Each action of our repair technicians needs to be done within a preset length of time, and our systems ensure that these timeframes are respected. If the timing of a repair goes longer than it should, the repair technician is penalized monetarily and is then replaced in the event of repeat offenses.
Legal support
We do everything we can to make the customer happy, because the customer is the most important asset of any business. Sometimes, though, despite our best efforts, some situations may require legal assistance. The proper documentation available for each case enables us to deal with any disputes with the knowledge and ability to demonstrate that everything has been done in good faith and in accordance with the law.
Quality control
We have a single, uncompromising quality standard: excellence.
We expect nothing but perfection from our repair technicians through service provided with the full awareness of having definitively solved all issues reported.
We monitor all response times from receipt of the request to completion of the service.
We have personnel dedicated to monitoring customer satisfaction, who contacts the customer once a service has been completed to get their opinions on how we did and invaluable advice on how we can continue to improve our services. This same person interacts with the sales floors to verify satisfaction levels and to ensure any complaints are addressed immediately. They also communicate with the team of repair technicians to understand their needs and help them to continue improving.
Verifying repair frequency
Our systems are able to classify all service calls and provide manufacturers with data on the frequency of defects of the various components, broken down by model and geographical area. Once the most common issues are identified, we can get down into the detail of each issue with the help of related photos. This is an indispensable tool in the constant improvement of furniture quality.
Greater value for your reputation
We take great care of your customers. The satisfaction of your customers is our team’s primary objective.
Repairs are what we do, not an annoyance in the middle of countless other things on our plates. Our professionalism is measured by how well we are able to solve issues and satisfy the customer, and this is our singular purpose. The certainty of making your customers happy is what gives us the enthusiasm and determination to work hard each and every day.
Our call center is staffed only by real people who know how to listen and understand—no buttons to push, no voice menus to deal with. Our information systems have been designed to keep the customer at ease. When a request is submitted, the system automatically sends a message to the customer apologizing for the issue on behalf of the manufacturer, and we immediately provide them with instructions on how to contact us when necessary. We also provide a webpage where they can log in to monitor the progress of the service call. The system then keeps the whole process under control and sends out reminders in the event of any delays. Once the service call is complete, the customer receives a message apologizing for the inconvenience along with a form to submit with any comments or suggestions.
Contact us
For whatever you may need, simply send an email to info@fenice.care
or use the form below.
Contact us
For whatever you may need, simply send an email to info@fenice.care
or use the form below.
Fenice S.p.A.
Via del Lavoro, 1 | 36078 Valdagno (Vicenza) | Italy
R.E.A. 146564/Vi – C.F. e reg. imp. Vicenza P.IVA IVA IT00688890243- c.s. € 3.150.000,00 i.v.
Tel. +39 0445.425500 – Fax +39 0445.425533 | www.fenice.care – info@fenice.care
