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To make sure you get consistent, high-quality, furniture-related
services at all your locations, we developed the
ServiceNet program. This program, in which all our
Certified Dealer Network members participate, uses
a web-based tool that lets one dealer manage your
furniture purchases and services for all your locations.
This ServiceNet tool:
- Lets one certified dealer work with other certified
dealers in a collaborative fashion
- Lets dealers request, negotiate, and/or approve
cost quotes and authorize work to be performed—all
online
- Gives certified dealers and customers project-tracking
capability and accurate and timely status reports
ServiceNet reduces paperwork and shortens cycle
times, and that’s good for everyone. |
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| ServiceNet
at work |
Here’s an example of how it works. A certified dealer in
Boston, for instance, fills out a profile via ServiceNet
on the Web that describes its customer’s project
in the Denver area. The certified dealer in Denver
prepares a quote and submits it via the Web. The
Boston dealer reviews the quote, negotiates it,
and/or approves it. The Denver dealer manages the
project and reports on its status, notifying the
Boston dealer when the job is complete and ready
for invoicing.
This transaction-based system automatically generates
email notifications and posts project progress to
a comprehensive project history database. At any
time, the customer and the certified dealers involved
in the project can check on the status of the project
by accessing the information via the Web. |
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| Transactions
are seamless |
With ServiceNet, we can provide you with one source, one contract, one point of
contact, and one invoice, so your transactions with us are seamless. |
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| Certified
dealers meet multiple
standards |
Our Certification
Program defines specific categories of performance
criteria that certified dealers must meet. It’s
your assurance that each networked dealer meets
our high standards and performs to your expectations.
Two categories that are especially important are
installation and customer satisfaction. |
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| Installers
are certified |
All service technicians must be certified in appropriate installation procedures.
That means they must complete a required series of training programs and
demonstrate a thorough knowledge of installation practices to be recognized as
Herman Miller Certified Installers. And they carry validation to prove they have
the skills, knowledge, and experience to properly install product. |
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| Customer
satisfaction is key |
Customer satisfaction is a cornerstone of our network strategy. We consider it so
important that we make it a criterion for certification. Certified dealers who
participate in inter-market work are required to survey the customer at project
completion and complete a member-to-member survey to rate the performance
of the other certified dealers involved in the project. We systematically process
these surveys for immediate follow-up of customer issues. From the
accumulated data, we analyze performance trends and identify opportunities for
improving performance and adding value to our services. |
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| We
understand local markets |
Each of our certified dealers is familiar with the local conditions in its market. And, because of our emphasis on communicating and sharing best practices between members, you can be assured that your unique needs will be met in
any of your locations. |
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| For
More Information |
Herman Miller’s Certified Dealer
Network members work together—contributing knowledge,
creativity, and design experience—to make places for
our customers to achieve and sustain their business
goals. |
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Creativity. Experience.
Solutions.
Herman Miller’s Certified Dealer Network. |
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