Post Sales Update!

Acuity recently published an update on the Warranty Services / Post Sales Service initiative (10/7/19). We are excited about the changes we are making and looking forward to your feedback and suggestions on our progress. Please take a few minutes to review the communication below for important information on the new Warranty Services structure, claim process, system updates and contacts and provide your feedback by emailing warrantyservicesconnections@acuitybrands.com.

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October 7, 2019

To:       U.S., Canada and Mexico C&I Principals and Associates  Acuity Brands Associates

Recently we requested feedback from you, our agency partners, regarding your Post Sales experience.  It became quickly evident that in order to be best-in-class we need to be nimble, change our structure, and enhance our systems and processes.  As we embark on this new challenge to revitalize your Post Sales experience, we will provide updates on the changes you will begin to see.  Below, you will find the newest improvements we have implemented.  Acuity Brands is committed to ensuring a world-class experience for you and your customers.  As we continue to upgrade our systems and Post Sales solutions, we are confident you will begin to feel this experience from your Post Sales team.

Structure

To address feedback around challenges with the existing Post Sales organizational structure, we have re-aligned the Warranty Specialist teams within our Product Business Groups. As part of this realignment, most teams are now physically located with their Product Business Groups. In addition, we have added Leads within each team for a clear escalation path and to provide more authority and empowerment. See last page for details.

Process Improvements

1. We have restructured the process for less complex claim requests (requests with defective quantity < 5 and no labor) to allow for quicker responses. We’ve already seen the following impact:
   1. Over 90% of all claim requests are now being resolved in less than 24 hours. The most notable improvements have been seen with Architectural and Outsourced products.
   2. A 42% reduction in the Outsourced products claim request backlog.
2. We have restructured the process for more complex claim requests (those with labor, higher quantity of defects and higher $ value). By doing this, we have been able to prioritize and focus on those claims that are more involved and take longer to resolve.
3. Escalation paths have been established within each of the Warranty teams for quicker responses and resolutions, meaning escalations outside of the Warranty team should no longer be necessary.
4. Modifications to the overall claim approval process have been implemented, scoped around in and out of warranty items, making us easier to do business with.

System Enhancements

A new “Post Sales” tab has been added to Project Container. You will now be able to see and open all Warranty Claims, No Charge Orders, and Returns (both warranty and non-warranty) associated to the Project in one location! Please see the Agile Application blog posted earlier this month for more details.

Coming Soon

• Implementation of training plans to improve the Warranty associate’s product knowledge
• Improvements to the phone tree
• Improvements to the RA Process
• Additional System enhancements

We will be providing regular updates of the improvements being made. We look forward to connecting with you on ways we can continue to improve the Post Sales experience! Please reach out directly to your Post Sales team or send additional feedback to Warranty Services Connections @AcuityBrands.com.

Warranty Services/Post Sales Escalation Contacts

Note: The below is located on acuitybrands.com. Login and go to the Agents Tab, select Who To Call and then select the Warranty Services / Post Sales department.

 

Regards,

John Mabbott

SVP- C&I Sales