PVG launches a new after-sales service platform

By Primavera - PR Agency Published on Friday, December 3, 2021 at 01:00 AM

Photo credits : QLIMA

Summary for decision-makers

Indoor climate specialist PVG Group is launching a new after-sales service (ASV) platform for individuals, distributors, and subcontractors. The platform is structured around three portals: one for individuals, one for businesses, and one for repairers and installers. The platform is highly efficient and accelerates communication between all parties involved in the after-sales process, ultimately leading to greater customer satisfaction. The platform represents all of the group's brands, including Qlima, Tectro, Eurostove, and Webber.

The "Individual" portal allows customers to easily track their after-sales service requests and the progress of their appliance repairs or installations during the warranty period. The platform also allows customers to schedule the installation of purchased appliances such as heat pumps or pellet stoves. The "Store" portal is used by physical stores to obtain return authorizations and create after-sales service files for customers, while the "Subcontractor" portal allows authorized repairers and installation partners to receive repair orders and request spare parts, and contact PVG after-sales service.

In addition to the platform, PVG has also launched an online spare parts store, PVGshop.fr, which offers spare parts for heating, air conditioning, and air handling units that are no longer under warranty. This allows customers to extend the lifespan of their products and reduce unnecessary expenses and environmental impact. Overall, the new platform and online store streamline the after-sales process and improve customer satisfaction.

Indoor climate specialist PVG Group has just launched its after-sales service (ASV) platform. It is structured around three portals, accessible from the Qlima.fr Help & Service section: one for individuals, one for stores, and one for subcontractors (repairers, installers). Brands such as Qlima (the group's leader), Tectro, Eurostove, and Webber are all represented. Efficiency and speed are the key assets of the digital platform, which accelerates exchanges between each after-sales service provider to best meet customer expectations.

A platform dedicated to individuals, distributors and subcontractors

For Luc Dehais, PVG's French sales director, the group's new digital tool significantly improves after-sales service: "By offering the possibility of sharing information and accelerating its flow, while avoiding the bottlenecks specific to emails and telephones, this digital platform renews the very notion of after-sales service."

The “individual” portal simplifies the customer’s procedures

Customers can track their after-sales service file online on the "individual" portal https://pvg-portail-client.dotsoft.fr/, in the event of a breakdown of a PVG appliance (Qlima, Tectro, Webber, etc.) during the warranty period. In addition, when purchasing a heat pump or pellet stove, the portal can be used to schedule an appointment for commissioning or complete installation of the appliance. Thanks to the platform's real-time updates, consumers know exactly what stage their request is at. The "individual" portal thus facilitates the process and improves customer satisfaction.

The “reseller” portal facilitates exchanges between points of sale and PVG

Physical stores use the "reseller" portal https://pvg-portail.dotsoft.fr to obtain a return agreement for an after-sales service request and to open an after-sales service file for an individual: the store creates a file on the platform and communicates the tracking number to the customer. PVG is then automatically informed of the creation of the new file. For its part, the customer can track the status of their request using the number assigned to them. The reseller tracks the after-sales service file, the commissioning file, or the installation of a device in real time. In addition to saving time, the "reseller" portal helps reduce the risk of errors and incomplete files, while improving efficiency and processing time for a request.

The “subcontractor” portal saves time for repairers and installers

The portal is intended for authorized repair stations and PVG partner installers. It allows them to receive repair orders for devices under warranty as part of an after-sales service file and to request replacement parts from PVG. This portal facilitates communication and prevents information loss by limiting emails and phone calls. All data in an after-sales service file is centralized, with each party having access to track the progress of the service.

A complete offer with an online spare parts service

To complete its offering, PVG is also making its new online platform PVGshop.fr available to customers, which provides spare parts for its heating, air conditioning, and air treatment units that are no longer under warranty. This allows individuals to enjoy their product for as long as possible without having to replace it, and allows retailers to build customer loyalty by directing them to an online spare parts service. The benefit is twofold: no unnecessary expense and a smaller carbon footprint for the environment.