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.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Conversations over a cuppa with CMO: The Star's George Hughes

It's been an incredibly tough three months for the Star as it shut its doors and stood down staff in response to the COVID-19 lockdown. Yet innovation has shone through, and if the CMO, George Hughes, has anything to say about it, such lateral thinking will continue as we start to recover from the crisis.

More Videos

We would like to invite you to the Virtual Exhibition about IoT Trends in 2020, 7 - 9 July, organised by Must.We developed a new B2B matc...

hayfa

Want to master digital transformation? Stop thinking about your own problems

Read more

We have been trying to help our clients through this time. I think the important thing is clear communication! We also created some check...

Erin Payne

Is COVID-19 the right time for a positive marketing campaign?

Read more

Very good article Sagar. Congrats! It's exactly what we are doing at Dafiti and it's very important have you close to us into this journey.

Roosevelt Junior

Making Your Organisation Data-Driven [MYOD] - Data-driven marketing - CMO Australia

Read more

Corporates should be innovating to stay relevant and disrupt the market and collaborating with startups is easily the best way to go for ...

Diana

How your company can innovate its way through the COVID-19 crisis

Read more

Very welll written Sagar and gives an excellent overview for data strategy for an orgaanization!

Ritvik Dhupkar

Making Your Organisation Data-Driven [MYOD] - Data-driven marketing - CMO Australia

Read more

Blog Posts

Business quiet? Now is the time to review your owned assets

For businesses and advertiser categories currently experiencing a slowdown in consumer activity, now is the optimal time to get started on projects that have been of high importance, but low urgency.

Olia Krivtchoun

CX discipline leader, Spark Foundry

Bottoms up: Lockdown lessons for an inverted marketing world

The effects of the coronavirus slammed the brakes on retail sales in pubs, clubs and restaurants. Fever-Tree’s Australia GM Andy Gaunt explains what they have learnt from some tricky months of trading

Andy Gaunt

General manager, Fever-Tree Australia and New Zealand

Younger demos thought lost are now found: But what about the missing money?

There is much talk about what VOZ will bring to the media industry. New ways to slice and dice audiences and segments. A clearer understanding of screen consumption. Even new ways to plan and buy. The most interesting result could be finding something many thought we lost - younger viewers, specifically the valuable 18-39s.

Michael Stanford

Head of 10 Imagine and national creative director, Network 10

Sign in