Household appliance repair firm Pacifica Group has secured a deal with manufacturer Glen Dimplex Home Appliances to take over its after-sales repairs function including more than 100 employees.
As part of a partnership agreement, 106 海角视频-wide staff have transferred to County Durham-based Pacifica, which boats a workforce of around 460 people. Glen Dimplex Home Appliances (GDHA) includes well known brands such as Stoves, Belling and Morphy Richards and has been undergoing a business transformation designed to turn around extensive losses.
The £70m turnover firm has plans to close its Whiston, Merseyside factory and in its latest accounts pointed to a strategy to exist loss-making parts of the market by outsourcing some manufacturing. It has indicated it will partner with another international partner to boost its product range.
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Pacifica, which estimates to make 350,000 appliance repairs each year, says it can help GDHA deliver high quality aftersales and customer services. As part of the deal the majority of GDHA's engineers and regional managers have joined Pacifica, including 68 engineers and 38 back office staff.
Peter Brooke, managing director of GDHA, said: "Our partnership with Pacifica is a key element of our business transformation. We have chosen them carefully to ensure that we deliver on our promise of offering a best-in-class consumer journey. We have been impressed with their professional service and look forward to a successful partnership. As a business, we continue to transform to ensure a healthy, sustainable future for our brands and people, by offering our consumers exceptional products and after sales services."
Pacifica already works with manufacturers such as Sony, LG, Electrolux, Howdens and Hisense, as well as major retailers such as Shop Direct and Argos. It says its proprietary IT platforms, which are integrated with customers' repair processes, will boost the service experience for GDHA customers.
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Kevin Brown, CEO of Pacifica, said: "We are exceptionally proud to form this new relationship with Glen Dimplex Home Appliances, which further emphasises the position we have secured in the MDA market over the past two decades. Glen Dimplex Home Appliances and its brands, which are household names, has an excellent reputation in the industry and we’re delighted to secure this exclusive outsourced agreement be selected as its appliance repair and customer service partner.
"We’re looking forward to welcoming our new colleagues, who bring with them many years of experience and product knowledge, into the business and supporting them in their career development with Pacifica and we continue to provide our customers and their consumers with the highest levels of service and expertise."