Hi-fi and TV retailer Richer Sounds has chosen software specialist Service Power Technologies to provide its customer tech support facilities for the next three years.
The renewed contract will see Service Power supply Richer Sounds with a customer helpline as well as technical and in-home customer support, and confirms the electricals specialist’s commitment to high levels of customer service.
Worth around £500,000 a year, the deal will involve the retailer licencing the tech firm’s Service Dispatch, Service Claims and Service Stats software to provide helpdesk and support to its Manchester call centre.
Service Power will also manage a network of qualified staff who will deliver a UK home service to Richer Sounds’ customers, which covers repair and installation of products purchased at the retailer.
Mark Duffin, CEO of Service Power, commented: “It is a great endorsement that a company such as Richer Sounds, which is dedicated to customer service, has chosen Service Power to enhance its customers’ experiences.
“We are delighted with the growing momentum of contract wins both across the US and UK.
“This contract, alongside the recently announced HomeServe, SteriTech and retailer contracts, increases our financial visibility for this year and future years.”
Chairman of Richer Sounds David Robinson, who last month collected the Which? Best Retailer award on behalf of his company for the second year in succession, added: “We are proud of our reputation for customer service and are constantly seeking ways to improve.”
Reflecting on the new contract with Service Power, he told Retail Gazette: “It’s about taking the relationship one stage further, and adding the extra element for customers in terms of what we provide.”
Look out for more from David Robinson in the Retail Gazette Big Interview later this week.