Vaillant Group UK is celebrating one year since the arrival of Managing Director, Klaus Jesse.
Klaus joined the UK team in August 2016, as part of a long and successful history with Vaillant Group. He has held many senior positions within the Group during his time at the company including Managing Director of Germany, Director of International Business and Export and China.
In the one year that Klaus has directed Vaillant Group UK, he has restructured his commercial, marketing and technology teams. Key to these changes is a refined approach to the strategic direction for Vaillant Group UK. Klaus and his team have committed to creating a sustainable model for growth, ensuring Vaillant puts its customers and installers at the heart of its business. The strategy spans all areas of the Vaillant business, from its service offering to training, product innovation and environmental impact. One year on, the company is ready to share the plans to implement this bold initiative. Its Vision2020 is outlined below.
The main focus areas of the strategy include a shift from product to service centricity, focussing on installer and customer needs, embracing technological advancements and making ambitious service promises. Some specific changes include using new digital service tools with a trend analysis function which triggers an early warning system, with the aim of being better able to understand installer and customer demands. This system works through a combination of advanced technology combining two data sources – end user and technician databases, as well as well-trained staff.
Vaillant is also actively investing in restructuring its call centres to ensure multi-skilled staff are better able to assist installers and customers in interactions both within and outside of the company.
Improved training is another key focus for Vision 2020, for both installers and VGUK employees at all levels. Improvements include restructured training for engineers to advance their skills, as well as investment in a learning database for installers. VGUK is also making improvements to its training programme and facilities by working closely with installers to ensure the continued provision of the best training in the heating industry. Furthermore, the introduction of a College Liaison Programme which provides VGUK boilers to colleges for installation training ensures the manufacturer can support installers through every stage of their careers.
This holistic approach, which puts installers at the centre of the Vaillant business, is being celebrated at VGUK’s Centre of Excellence in Belper, where installers have been invited to a number of talks, tours, networking sessions and fun activities.
Klaus comments: “We believe that it is Vaillant’s responsibility to take care of a better climate, inside each home and the world around it, which is why we developed the Vision2020 strategy. It is a sustainable business plan that puts installers first, to create sustainable growth across the business. We are investing heavily across all departments to support this strategy and have already seen great results one year on. We look forward to continuing this strong progress, and to creating a robust future, not just for Vaillant, but for the industry as a whole.”
