Sony has chosen to outsource its Auckland service, repair and repair logistics to Service Plus, in a bid to introduce a service concept it says has been successful across the Tasman.
Under the five-year agreement, Service Plus has subleased Sony’s existing service premises in central Auckland, taken on about 15 Sony service staff and other assets such as tools and stock.
Service Plus was already a Sony-authorised service centre nationally, but the deal means it will be Sony’s exclusive service provider in Auckland. Director Sam Williams says the partnership “effectively doubles” his company’s Auckland headcount and turnover. It forecasts annual growth for the company’s national operations of more than 60 percent, saying revenue will reach more than $5 million by the end of the year.
Sony’s local service manager Kevin Craig says the Auckland centre will be modelled on the ‘Sony Only’ concept used in Australia, where an exclusive service provider is recruited in each main centre with the aim of providing enhanced service.
Service Plus’ Service Plus Live portal was a key factor in its selection, because the portal enables the company to manage the repair logistics process efficiently through daily text and email reporting to retailers and consumers on the progress of repairs, says Craig.
Later this year, Service Plus will introduce new services such as an onsite home repair service for owners of automated home entertainment networks.
Service Plus has branches in Auckland, Wellington and Christchurch and its partners already include Dick Smith Electronics, Sony Style Stores, Harvey Norman, Noel Leeming Group, JB Hi-Fi, Toshiba, HP, Apple, Navman, and third party insurance and warranty firms.
Williams says the Sony deal validates its strategy of investment in processes and systems. The company’s partnerships with Dick Smith and Sony were key wins and its goal is to work with more retailers and manufacturers in future.