Customer service key to Farnell’s focus on strategic priorities in 2022
Farnell, an Avnet Company, has launched a new customer service campaign to promote its 2022 strategic priorities.
The impact of the COVID-19 pandemic as well as other external factors has rapidly changed the electronics landscape and as the new year begins, Farnell President, Chris Breslin, restates the business’ commitment to meeting customer needs and delivering the very best in high service electronics distribution:
“The electronics industry and the Farnell business were not immune from the global challenges of the last 24 months as the COVID-19 pandemic placed huge pressures on our customers, our suppliers, and our employees” Chris Breslin, Farnell President, said.
“There was much for us to be proud of during this challenging time, from expediting medical orders supporting frontline healthcare professionals to the seamless transition to remote work for our employees. However, we also recognise the need for continued improvements in our customer service offering” Breslin continued.
“As our business environment changed rapidly, we re-evaluated each step of the support process to ensure that the customer experience was optimised. We have re-evaluated each step of the customer support process so that the customer experience will be optimised. Farnell has been more than a distributor for 83 years and counting, it has been a partner to its customers, working tirelessly to support them in overcoming their challenges.” Chris Breslin emphasised that, “This strong working partnership remains our goal as we embark on a new year, with new challenges and new opportunities.”
Customers are not solely looking for their distribution partner to meet their needs. The distribution partner must have stable and dynamic support functions to address the challenging and evolving business markets. According to Chris Breslin, Farnell is focusing on three key 2022 strategic priorities that will enable it to best support customer needs today and tomorrow — these are Digital Transformation, Adaptability, and Improved Customer Support.
“The impact of the COVID-19 pandemic accelerated the trend towards digital commerce. The vast majority of Farnell customers begin their journey online and over 70% complete their transaction on a digital platform. Over the last year, Farnell has implemented hundreds of improvements including industry leading speed on its global websites. Farnell is well positioned as a digital-first business and is making the necessary investments to deliver one of the industry’s leading digital experiences.”
“Farnell has become an increasingly agile business with global teams across a variety of functions able to respond and react rapidly to a changing landscape and the subsequent changes to customer needs. In 2022, Farnell customers will realise the benefits of several strategic investment decisions that the business made in the period since 2019, such as a fully operational state-of-the-art distribution centre and increased product range to over 1 million, including 250,000 new parts by summer 2022.”
Improved customer support
“Farnell’s aim has always been to help customers solve problems, not just sell them parts. We’ve seen our customers change their ways of working and the requirements of Farnell as their distribution partner have changed accordingly. Our multichannel customer service support processes are constantly being reviewed and improved to ensure they meet customer needs whatever they may be in 2022 and beyond” Breslin concluded.