Yankee Candle Company (“Yankee”) is the #1 most-recognized name in the candle business.
The company wanted to reduce store hardware support costs and needed to do it in a way that preserved or enhanced existing service levels. As Yankee’s then current provider of asset disposition and depot repair services, Yankee approached Certified to help create a
cost-effective service program. Certified’s experience designing service programs for other national retailers provided the proper perspective to solution with Yankee Candle a store hardware support program that fit their needs.
Through an innovative solution of national on-site support and advance exchange services, coupled with different SLAs throughout the calendar year, Certified garnered the support business by helping Yankee cut their store support costs while providing a higher level of service.
Certified outlined a solution that was designed by clearly understanding Yankee business goals and performance metrics. Certified’s solution methodology includes:
- Business discovery
- Current state assessment
- National on-site support
- Gap analysis
- Vetted technicians
- Solution design
- Monitoring of services
Having used this methodology with Yankee and combining creativity and flexibility with Certified’s quality control and supply chain advantages, Certified and Yankee reduced service costs while enhancing uptime levels at their stores. The result has been cost-savings for store support, and Certified has become Yankee Candle’s “go-to” partner for in-store projects.