Case Study: Leading Home Furnishing Specialist Retailing Company achieves streamlined aftercare mobilisation with Kirona's Field Service Management solution

Leading Home Furnishing Specialist Retailer Selects Kirona’s Field Service Management Solution to Mobilise Aftercare Team

Leading Home Furnishing Specialist Retailer, a UK sofa and carpet provider with around 2,000 employees and a 60-strong aftercare technician team, faced inefficient, paper-based processes that hindered timely home visits, repairs and customer communication. To modernise mobilisation and information-sharing, the retailer selected Kirona and its field service management solution suite to replace manual workflows and better support its aftercare operation.

Kirona implemented its Dynamic Resource Scheduler (DRS), Job Manager and InfoSuite analytics—integrating the suite with the retailer’s Microsoft NAVision back office—to enable dynamic job allocation, real-time photo sharing from the field, and creation of follow-on jobs during customer visits. The Kirona solution optimises dispatch for the 60 technicians, streamlines communications between field and central teams, and provides real-time and long-term operational insights that improve productivity and speed up aftercare processes.