Case Study

AR Helps Diversey Overcome Service Barriers And Build Customer Relationships

Source: Help Lightning

Diversey is the industry leader of smart, sustainable solutions for cleaning and hygiene in both B2B and B2C markets. Diversey has been, and always will be, a pioneer and facilitator for life. They constantly deliver revolutionary cleaning and hygiene technologies that provide total confidence to their customers across all of their global sectors. Headquartered in Charlotte, North Carolina, USA, Diversey employs approximately 9,000 people globally, with net sales of approximately $2.6 billion in 2017.

In the cleaning technologies industry, customers increasingly look to vendors for quality service and experiences as distinguishing competitive factors. At Diversey, building service relationships with customers has its foundation in operational readiness.

“They want their chemical dispensers to work every time,” says Andrew Martin, Marketing Technology Global Portfolio Manager at Diversey. “When you flip the switch, it works—if not, we can get it repaired in minutes. The faster we can tend to their solution, the better off for both sides.”

The company created its First Time Right (FTR) service policy with the requisite that technicians have a full understanding of technical issues and acquire the exact-right tools before arriving on site, allowing both Diversey and its customers to better manage their time.