The Warehouse Group’s electronics retailer Noel Leeming has been looking at expanding its focus on services this year. Now, it’s launched a dedicated after-purchase services division: MyTechSolution.
Sean Stephens, Noel Leeming general manager of retail services, says Kiwis remain excited about buying technology but many shoppers want help getting their new gadgets up and running.
“Customers have told us they want the latest products but they don’t always have the time or knowledge to get things up and running as efficiently as they would like – so that’s where we come in,” he says.
With a $279 MyTechSolution package on top of a $1319 Samsung 43” Ultra HD 4K Smart TV, the customer would receive:
- In-home installation and set-up
- Four one-hour face-to-face learning sessions in-store.
- Extended warranty including 30 days of price protection.
- Unlimited helpdesk support for the life of the plan.
- Bonus gift vouchers (in this case, three $20 vouchers).
- In-home WiFi check.
- Removal of packaging and old product for recycling.
Stephens says the aim of MyTechSolution is to relieve any technology pain points. He says the initiative is the first of its kind, explaining that it can be added onto any product. It’s expected to be particularly popular for TVs, notebooks and hand-held devices, as well as smart appliances.
“Around 250,000 New Zealanders walk into a Noel Leeming store every week, but only a small percentage take full advantage of all the features and benefits of their new technology purchases,” he said. “We want more New Zealanders to take advantage of the expertise we can provide and get the most out of their technology.”
Customer demand for tech support was growing, Stephens says. He says similar services have proven to be highly successful overseas.
“It’s not the type of thing we want people to buy and never use because that doesn’t make sense – we want Kiwis to think of Noel Leeming whenever they want to purchase products or need help with their technology products. This new MyTechSolution offers extraordinary value but more importantly, allows Kiwis to know we are here to help after they walk out the door with a new product.”
“We want customers to truly use MyTechSolution – call our helpdesk, make use of the learning sessions, and truly recognise the added value we can offer through our team of passionate experts.”
Stephens foreshadowed MyTechSolutions in an interview with NZ Retail magazine in August. He then said that the reasoning behind the company’s growing emphasis on services was simple – retail is a changing landscape, and “selling boxes” is no longer good enough.
He told NZ Retail that the traditional service perspective involved attaching services to a product the retailer had sold and then carrying out repairs on that product, but with Noel Leeming’s new services programme, he wanted to widen the focus: “How do we just help Kiwis whenever or wherever they need help with their technology?”
Stephens said in August that he saw the new emphasis on services as an opportunity to grow Noel Leeming’s market presence, noting that since this promotional focus was rolled out, there had been an increase in the number of shoppers served in-store; an up-tick in home service visits; and a rise in calls to the help-desk.
Update: We asked Sean Stephens whether the changes to Noel Leeming's support services meant customers would now be charged for access to its helpdesk. His response is below:
"If it’s a quick fix, for example something fairly straightforward (like 'How do I turn on my PC?') then the service is provided free of charge. However if it’s something more complicated where the Tech Specialist has to connect to a PC to remove viruses or fix a bug, it becomes a chargeable service. There are three different offerings for the Noel Leeming Tech Solution Helpdesk. A one-time fix is $49, one year for an individual device is $99, and whole home support for everything in the house for one year is $149."