Residentia Group

How Australian Home Appliance Leader Residentia Group Reimagined Appliance Servicing and Customer Care Through Digital Innovation

Client

Residentia Group is an Australian home appliance brand that delivers stylish and reliable kitchen and laundry solutions. Their commitment to after-sales excellence sets them apart, with a strong focus on making service management seamless for customers, retailers, and builder partners across the country.

Industry

Home Appliances

Region

Australia

Products and Services

Kitchen and Laundry Appliances, After-Sales Customer Support, Field Servicing Solutions, Appliance Warranties

Client's Strategic Focus

Residentia Group is a prominent Australian appliance brand offering a range of innovative kitchen and laundry solutions. Recognized for their focus on quality and aesthetics, the company also places strong emphasis on delivering first-class after-sales service to their retail and builder partners.

To address rising service management challenges and differentiate themselves in a competitive market, Residentia set out to transform their customer care and field operations through digital innovation. The goal was to streamline the appliance servicing process, enhance communication, and increase service transparency for clients, internal teams, and field agents alike.

Product or Project Spotlight

The Residentia Care and Residentia Service platforms are web and mobile solutions designed to overhaul how appliance servicing is managed across the company’s ecosystem. Developed as a unified digital experience, the platforms integrate directly with Zendesk and support a range of functions tailored to customers, support staff, and field agents.

Context for Product Need

Residentia identified a series of operational issues that were affecting customer satisfaction and team efficiency:

Duplication of effort in logging incidents and managing service requests
Delayed communication between care teams, clients, and service agents
Inefficient manual processes, including reporting and part ordering
Limited real-time visibility into job status
Inability to meet SLA expectations or scale service quality efficiently

These pain points were not only affecting internal productivity but also impacting customer loyalty and the ability of Residentia’s sales team to confidently position their service offering.

The Solution

To address their operational inefficiencies and enhance customer service, Residentia Group partnered with Beta Launch to develop a pair of digital platforms, Residentia Care and Residentia Service, designed to work seamlessly across their internal teams, external clients, and national network of field agents. Our solution helped the group digitize the entire service process, from job logging and warranty registration to real-time job tracking and parts ordering. Fully integrated with Zendesk, the system streamlines communication, improves SLA monitoring, and significantly reduces manual workload, ensuring a faster, more transparent, and customer-centric service experience.

Residentia Care (Clients & Admins):
- Clients can log service jobs, register warranties, and view job progress online
- Reduces dependency on phone/email communication and improves visibility
- Supports both retail and builder workflows with tailored features
Residentia Service (Field Agents):
- Field teams manage, update, and close service tickets via mobile devices
- Enables on-site part ordering, access to manuals, and reporting
- Provides factory teams with detailed logs for quality improvement
Zendesk Integration:
- Centralized support ticketing with historical tracking
- Automated job creation and streamlined escalation handling
- SLA monitoring with alerts and performance dashboards

Business Outcomes Unlocked

From High Touchpoint Operations to Seamless Digital Service Management

With the Residentia platforms in place, the company achieved transformative results across their operations:

Increased Operational Efficiency: Significant reduction in manual follow-ups and double handling of data
Improved Customer Transparency: Clients can now track job progress independently, reducing service friction
Enhanced Agent Productivity: Field teams can resolve jobs faster and with better documentation
Better Sales Enablement: Stronger service offering now supports commercial growth and competitive positioning
SLA Compliance & Control: Centralized dashboards help monitor delays and enable proactive agent reassignment

Through Beta Launch’s development of Residentia Care and Residentia Service, Residentia Group has redefined how after-sales servicing should be delivered in the home appliance industry. The platform is not only a powerful operations tool, it’s a strategic asset that enhances customer trust, agent efficiency, and sales potential.