Delivering resolutions: your customer is our customer

‘Our Furniture Care Network is a key element of our protection plan offering and a customer-facing part of our business. As such, we take enormous care when employing only the best colleagues to deliver that service – in the home of your customer,’ says Martin Napper, Castelan Group ceo.

‘But the servicing of our protection plans is just half of the story. Many of the UK’s leading retailers and manufacturers trust us to be the face of their own customer service function, regularly selecting Furniture Care Network over other providers based on our ability to actually deliver better resolutions to the customer and better cost efficiency for the client.

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‘With around 100 technicians, we have all areas of the UK and Ireland covered and are delivering an average lead time comfortably within five working days in most areas. This is the kind of service your customers have come to expect, and we are committed to growing our network of technicians as the volume of our work increases. We make 120,000 home visits per year and are professional experts in all types of furniture products and repairs. We are the only national network consistently offering a lead time within five days.

‘Our Furniture Care Network technicians are fully equipped with all of the items they need to complete the job on the first visit if at all possible. This not only demonstrates our skill and ability to solve problems but also reduces the inconvenience for the customer. That’s why our technicians carry more than 3,000 items of stock in their Castelan vans with which to carry out a swift and effective resolution to the visit.

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‘Whatever your needs, we have it covered and can provide report and inspection only; report and resolution; report and fix, half-day or full-day technician visits – ideal for sorting out all those little issues in your showroom or warehouse – or a combination of all of these.

‘We are totally committed to delivering on our promises – and yours – and we would be pleased to discuss our schemes and service provision with any potential partners, demonstrating why we are the trusted name to provide extensive and compliant services to the furniture industry.’

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