Case Study: Whirlpool achieves faster, more accurate washing machine repairs with ContactEngine

Whirlpool - Customer Case Study

Whirlpool, the global white goods manufacturer, needed a better way to diagnose washing machine faults before sending engineers out to customers. Because drum-related issues are common but repairs were often misclassified at first contact, Whirlpool risked ordering the wrong parts and wasting truck rolls.

ContactEngine implemented an automated job-classification and fault-verification process using SMS and automated landline calls to confirm whether the drum was actually the problem. This gave Whirlpool real-time customer responses via a secure dashboard and increased customer contact rates to 89%, improved first-time parts-order accuracy fourfold, reduced wasted truck rolls by 10%, and boosted first-time verification of the faulty part by 320%.

Whirlpool

Alistair Dobson

Service Operations Director