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Pag. 1 UNIOR S.r.l. UNIOR S.r.l.
Pag. 1UNIOR S.r.l.UNIOR S.r.l.
Pag. 2UNIOR S.r.l.
Company presentation
With its 30 year long experience, Unior is a leading company in the Italian
service business of white goods, air conditioners, small appliances and
fitness units.
Pag. 3UNIOR S.r.l.
The location of the head quarter is strategically positioned close to the motorway and
the airport in Bologna and are able to guarantee spare parts delivery within 24/48 hours
from the time of the call, depending on the distance. And then 24/72 hours from the call
for the concrete solution by the technician.
Unior is managing about 30.000 interventions’ calls yearly
Company presentation
Pag. 4UNIOR S.r.l.
The head quarter is coordinating all the activities, from the call center operations for
the handling of the end-users call, to the shipments of the spare parts and the
management of the on-site interventions.
The building has 1.800 square meters, and the following facilities are located in the
head quarter:
- Hot line call center
- Central warehouse for spare parts and finished goods
- Technical workshop to repair/test products
- Show room and training centre
- Meeting room
- Administrative offices
Company presentation
Pag. 5UNIOR S.r.l.
To be able to cover all the Italian
territory, Unior has set up more than 240
repair centres where Each individual
Service Centre is boasting from 2 to 12
specialized technicians, depending on the
extend of the area to be serviced.
Service Network
Pag. 6UNIOR S.r.l.
Unior, is organizing timely on its facilities trainings to keep the service network updated on
the new products / technologies to service.
Trainings
Pag. 7UNIOR S.r.l.
All the technical documentation is reworked by Unior to have a common standard and is
shared to the network in the reserved area of our website.
Internet web-site
Pag. 8UNIOR S.r.l.
On a monthly basis Unior supply to its customers all the statistics related to theinterventions performed, spare parts used and on demand could do extra analysis and
quality monitoring.
Month N° interventions
January 1
February 8
March 13
April 12
May 31
June 31
July 70
August 61
September 120
October 160
November 172
December 2430
50
100
150
200
250
N° of intervention
January
February
March
April
May
June
July
August
September
October
November
December
0
50
100
150
200
250
300
Janu
ary
Februa
ry
Mar
chApr
il
May
June
July
Augus
t
Septe
mbe
r
Octobe
r
Nov
ember
Dec
ember
Technical Reporting
Pag. 9UNIOR S.r.l.
To offer a more qualified service to the end-consumers, Unior have implemented a new help desk service to offer to the more demanding customers:
• Have a unique telephone number for all the Italian territory
• End-Consumers can get service 24 hours over 24 and 7 days over 7
• Consumers can get instant assistance or getting instruction in case of busy technicians or out of the woking hours.
Developments
Pag. 10UNIOR S.r.l.
For this project Unior is cooperating with a leader external company working in this business for many important brands.
The company is specialized on the handling of automatic and interactive multichannel inbound and outbound for third companies and is able to process huge traffic with their 1.740 incoming phone lines.
They offer to their customers:
• Automatic Interactive Services
• Multichannels Solutions
Which are working on different
communication media:
Land Line – Mobile Line –
SMS – Fax – Internet – WAP
Video UMTS – Teletext
Help Desk
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Help Desk: Flow chart
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Flexibility: Unior is able to offer to any manufacturer a
specific ad-hoc service to manage entirely the after sales service operations.
Technical reporting: Unior offers reports and technical feedback very important for the
factories and the R&D in order to improve the quality and the reliability of the products.
Customer Satisfaction: At Unior Customer Satisfaction is a top priority issue
Company’s Strategies
Pag. 13UNIOR S.r.l.
UNIOR, Your Service Partner
