The site on Wharfedale Road, Pentwyn was established in 2006 and houses a repair centre, field support team and multi-language help desk to cater for B2B customers across Europe.
The Service Centre is also a hub for the remote monitoring of audiovisual products. Panasonic CARES utilises Machine to Machine (M2M) technology, to enable the customer service centre to communicate directly with projector and professional screens via 3G or 4G wherever they are installed. A first of its kind, the scheme allows Panasonic to take preventative action before any problems occur at a customer site.
Panasonic’s hub for skilled workers
The Minister for Skills and Science, said, “The Welsh Government is committed to delivering more and better jobs for Wales, through a stronger, fairer economy. The kind of commitment and leadership to developing new technologies shown by Panasonic can only help maintain our position as a hub for skilled workers.”
Panasonic Business has a vision to be the ‘No1 Company for customer satisfaction’ in the B2B market and in 2015 was named the country’s fourth best for email support and 17th for overall customer service, in the first year of participation in ICMI’s annual Top 50 benchmarking program.
System and training enhancements
The company has also been shortlisted for the ‘Small Contact Centre’ and ‘Innovation in Customer Support’ categories at the European Call Centre & Customer Service Awards, which take place in November.
Donald Maidment, Head of Customer Service for Panasonic Business, said, “We’ve turned our business around from one which operates entirely reactively, to one which is proactive and predicts when maintenance and repair are required. Every day, we endeavour to continually improve our customer service level with system and training enhancements and we’re seeking to extend the remit of the team to cover a greater number of products, territories and to keep improving the lives of our customers globally.”
