The Good Guys launches customer online marketplace with AirTasker

Consumer appliance retailer aims to improve the post-purchase service experiences for customers while streamlining installation for its installer network

AirTasker's Jonathan Lui with The Good Guys'  Robert Ambler-Frazer
AirTasker's Jonathan Lui with The Good Guys' Robert Ambler-Frazer

The Good Guys has struck a partnership with online services marketplace, Airtasker, to launch a new digital platform aimed at better connecting customers with its installers.

The consumer appliance retailer has provisioned a new installation platform aimed at simplifying the process for customers while better managing its contractor network. The solution rolled out across its national store network in June and allows customers to track and coordinate their service online, manage variations to their job, access any required certificates once a job is completed, and also rate their experience.

Customers that purchase the installation in-store can pick from a list of available installers in their area as well as book in a time for the installation.

On the supplier side, the platform is used to send job details to the installer via an app, streamline payments, and generates full reporting dashboards. Customers and installers can also communicate through the platform privately, and installers will be required to upload photos and documentation once they’ve completed a job so customers can approve and review.

The deal is the first struck under Airtasker’s new Ecosystem Partnership program, which sees the company building online marketplaces for other industry verticals.

The Good Guys CMO, Robert Ambler-Frazer, said it had been looking for ways to innovate the post-purchase experience and assist with quality service assurance.

“Partnering with Airtasker to develop this booking portal for our Concierge Home Installation Services has provided us with a unique solution that puts us well ahead of our competitors and makes coordinating services easier and hassle-free for our customers, more efficient for our installer network, and more cost effective for The Good Guys,” he said.

The Good Guys has 400 installers nationally who will now have access to more jobs from more stores, Ambler-Frazer added.

Airtasker co-founder and chief operating officer, Jonathan Lui, said the deal was an Australian-first and said he expected it could trigger a shift in the way retailers think about the post-purchase customer experience.

“There’s a natural affinity with how our Airtasker’s model and the retail sector could work together, so it was a natural starting point for this project,” said Lui. “For a company as big and successful as The Good Guys to work with Airtasker, it was great to see them thinking ahead of the curve and embracing this innovation.”

The online marketplace is the second digital innovation announced by The Good Guys in recent months. Last week, the retailer also confirmed it was launching a new B2B digital solution aimed at streamlining the way business customers source quotes and see live pricing, place orders, process payments and monitor transactions.

The solution went live in April and is based on IBM’s WebSphere cloud ecommerce technology. It’s also integrated with the retailer’s existing B2C platform.

The Good Guys said it expected 85 per cent of business customers will use the new B2B offering, automating what has been a lengthy procurement process.

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