Dixons Carphone launches Team Knowhow to provide local, one-stop, expert tech service

Dixons Carphone launches Team Knowhow to provide local, one-stop, expert tech service

 

London, 2017-Jul-28 — /EPR Retail News/ — Rolling out across the UK from today (27 Jul 2017), Team Knowhow will provide a local, one-stop, expert tech service.

Dixons Carphone, Europe’s leading electrical, telecoms and services retailer, today announces the launch of Team Knowhow, a national network of local experts which will help install, support, upgrade or fix customer’s kit – bringing together the very best of the Geek Squad and Knowhow brands.

Putting customer satisfaction at the very heart of the business, Team Knowhow aims to transform the way customers receive support across the whole lifecycle of a product. Offering a refreshed range of expert services, customers can now enjoy a super helpful service, including same day mobile repair.

Team Knowhow will build on the previous success of both Geek Squad and Knowhow teams that in the last year alone, have been responsible for eight million mobile phone repairs and six million computer repairs. Last year, 25 per cent of the UK adult population insured their gadgets with the two Dixons Carphone brands. With Team Knowhow, the same day mobile repairs proposition is now available in London stores.

The local, affordable, expert services brand will offer:

  • Over 7,000 trained experts across the UK, all ready to deliver, install and repair everything from white goods through to mobiles and laptops.
  • The largest central repair centre in Europe, in over 1,000 Currys PC World and Carphone Warehouse stores, four contact centres, and 16 customer service centres.
  • A brand-new fleet of over 700 branded vehicles, with everything from 7.5 tonne trucks to smaller transit vans travelling the UK’s roads to offer a super-helpful, in-home service and deliveries to customers.
  • A local network of experts, with any customer only a 20-minute drive away from a Team Knowhow expert or service.
  • And superior Tech support – 24 hours a day, 7 days a week – ensuring that customers have constant access whenever, or wherever, they need it.
  • Importantly, Team Knowhow will be able to aid customers irrespective of where their technology was originally purchased.

Feilim Mackle, CEO Services at Dixons Carphone, commented, “Whatever the challenge, Team Knowhow is aiming to be the UK’s number one technology support service, always on hand to connect it, fix it, protect it, or improve it! We are a local, one-stop shop for expert service. Our colleagues make us who we are, and we are committed to being super-helpful, offering an impressively broad range of services that will consistently provide an exceptional customer experience.”

The exciting new brand’s uniform has been created in collaboration with Wayne Hemingway and Hemingway Design. Over 150 colleagues were involved in the development of the new look, and have several combinations to choose from with each item using higher quality technical fabrics

Waye Hemingway, iconic designer, said, “With technology being such a critical part of our lives, the concept of an instantly recognisable national team that looks after all your tech and home appliance needs is something that HemingwayDesign was excited to tackle!

“We have created a collection of uniforms that will allow Team Knowhow to showcase their expertise but also embrace a more casual and approachable direction when helping consumers. Designed to be able to be updated as garment and material technology evolves, the uniform is adaptable and designed to be reflective of the fast-moving industry and colleagues’ push to stay at the forefront of technology’s trends.”

From 27th July, the Team Knowhow service will be rolling out to more than a thousand Currys PC World and Carphone Warehouse stores across the UK.

Notes to Editor

About Team Knowhow
Rolled out in 2017, Team Knowhow is the key partner brand that operates alongside Dixons Carphone Plc brands, Currys PC World and Carphone Warehouse. The brand is a national network of local experts to help install, support, upgrade or fix customer’s life kit, from tech to white goods.

Team Knowhow is built on the previous success of both Geek Squad and Knowhow teams to create a team of over 7,000 experts to connect, fix, protect, and improve all of life’s kit as well as dispense super-helpful advice through its 24/7 support line. Team Knowhow has the largest central repair centre in Europe, is in over 1,000 Currys PC World and Carphone Warehouse stores across the UK and Ireland and has four contact centres, and 16 customer service centres.

About Dixons Carphone
Dixon Carphone plc is Europe’s leading specialist electrical and telecommunications retailer and services company, employing over 41,000 people in nine countries. Focused on helping customers navigate the connected world, Dixons Carphone offers a comprehensive range of electrical and mobile products, connectivity and expert after-sales services from the Geek Squad and Team Knowhow.

Dixons Carphone’s primary brands include Carphone Warehouse and CurrysPCWorld in the UK & Ireland, Elkjøp, Elkjøp Phonehouse, Elgiganten, Elgiganten Phone House, Gigantti and Lefdal in the Nordic countries, Kotsovolos in Greece, Dixons Travel in a number of UK airports as well as Dublin and Oslo. Our key service brands include Team Knowhow in the UK, Ireland and the Nordics, and Geek Squad in the UK & Ireland.

Business-to-business (B2B) services are provided through Connected World Services, CurrysPCWorld Business and Carphone Warehouse Business. Connected World Services aims to leverage the Group’s existing expertise, operating processes and technology to provide a range of services to businesses.

For media enquiries please contact M&C Saatchi PR
teamknowhow@mcsaatchi.com

Source: Dixons Carphone

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Dixons Carphone plc releases Christmas 2016/17 Trading and Management Update

London, 2017-Jan-24 — /EPR Retail News/ —

Trading update (10 weeks ended 7 January 2017)

Q3 2016/17 revenue Year-on-year
Sterling
Year-on-year
local currency
Like-for-like1
UK & Ireland 4% 3% 6%
Nordics 15% 1% (1)%
Southern Europe 24% 6% 5%
CWS 38% 34% n/a
Group 8% 3% 4%

1 Like-for-like revenues are calculated based on Headline store and internet sales using constant exchange rates. New stores are included where they have been open for a full financial year both at the beginning and end of the financial period. Revenues from franchise stores are excluded and closed stores are excluded for any period of closure during either period. Customer support agreement, insurance and wholesale revenues along with revenue from Connected World Services and other non-retail businesses are excluded from like-for-like calculations. Revenues from Carphone Warehouse stores-within-a-store are included in like-for-like

Note
In the UK & Ireland, like-for-like revenue improved by approximately 4% as a result of sales transferred from closed stores. This mainly affected UK&I electricals, where year-on-year sales for these products were +5% with like-for like revenue at +9%. We anticipate that this programme will be substantially complete by the end of the financial year.

Seb James, Group Chief Executive, said:

“I am pleased to be reporting another good Christmas period of growth – our fifth consecutive year. At a time of significant political uncertainty around the World, it was heartening to see that customers were choosing to enjoy the benefits that new technologies could bring to their lives during this holiday season. This year, as a result of our scale in all of our markets, we were able to offer prices that were truly ground-breaking during both our Black Friday week and our annual Boxing Day week sales – while maintaining margins – and we believe that we have outperformed the market during the period. As a result, and despite the fact that there is quite a bit of the year to go, we anticipate a meaningful uplift in year-on-year profitability this year over last and confirm our outlook in line with market consensus at £475m-£495m of headline profit before tax for the year ending 29 April 2017.

It was interesting to see the shape of peak trading this year: Black Friday was our biggest ever across the Group and in the UK we saw trading stretch further across the week as well. Customers across the Nordics have taken Black Friday truly to their hearts, although the Nordic market was a little quieter than normal across the period. The Nordic team took the decision to optimise margins which were up year-on-year as a consequence. In all markets it was a strong year online with significant growth, including white goods. Patchy availability of the larger, higher margin phones and tablets made these categories tougher this year but – on the other hand – offers up opportunities for next year where we do not expect the same issues. Large screen TV, in our view a bellweather for consumer sentiment, showed a solid performance over peak in all markets which we were glad to see. Finally, the KNOWHOW trial in Leeds is achieving fantastic NPS levels and we are also delighted to welcome a very experienced and senior CEO for this division, Feilim Mackle, with a remit to transform and grow our successful services proposition.

Generating a successful Christmas means starting planning in January, and the teams are already hard at work making sure that our next Christmas season will be even better. I would like to thank my remarkable, hard-working and resilient colleagues for the time and effort that they have put in over this holiday period to achieve these results. I am very proud to be a part of this great company, as we look forward to another year of innovation and growth.”

Investor and analyst webcast

There will be a management presentation for investors and analysts at 09:00 am (GMT) this morning. The presentation will be broadcast on our website, www.dixonscarphone.com via a listen-in only webcast.

Dial-in – UK/Int’l: +44 (0) 20 3059 8125; passcode: 6389 (to be quoted to the operator)

Seven-day replay – UK/Int’l: +44 (0) 121 260 4861; passcode: 5028006 followed by #

Next announcement

The Group will publish its Q4 trading update Wednesday 24 May 2017.

Information on Dixons Carphone plc is available at www.dixonscarphone.com

Follow us on Twitter: @dixonscarphone and @DCSebJ

About Dixons Carphone

Dixons Carphone plc is Europe’s leading specialist electrical and telecommunications retailer and services company, employing over 42,000 people in eleven countries.

Focused on helping customers navigate the connected world, Dixons Carphone offers a comprehensive range of electrical and mobile products, connectivity and expert after-sales services from the Geek Squad and Knowhow.

Dixons Carphone’s primary brands include Carphone Warehouse, CurrysPCWorld and Simplifydigital in the UK & Ireland, Elkjøp, Elkjøp Phonehouse, Elgiganten, Elgiganten Phonehouse, Gigantti and Lefdal in the Nordic countries, Kotsovolos in Greece, Dixons Travel in a number of UK & Ireland airports and Phone House in Spain. Our key service brands include Knowhow in the UK, Ireland and the Nordics, and Geek Squad in the UK, Ireland and Spain.

Business-to-business (B2B) services are provided through Connected World Services (including honeyBee software products), PC World Business and Carphone Warehouse Business. Connected World Services aims to leverage the Group’s existing expertise, operating processes and technology to provide a range of services to businesses.

Dixons Carphone was voted ‘Retailer of the Year’ at the Retail Week Awards 2016.

Certain statements made in this announcement are forward-looking. Such statements are based on current expectations and are subject to a number of risks and uncertainties that could cause actual results to differ materially from any expected future events or results referred to in these forward-looking statements. Unless otherwise required by applicable laws, regulations or accounting standards, we do not undertake any obligation to update or revise any forward-looking statements, whether as a result of new information, future developments or otherwise. Information contained on the Dixons Carphone plc website or the Twitter feed does not form part of this announcement and should not be relied on as such.

Contact:

Kate Ferry
IR, PR & Corporate Affairs Director
+44 (0)7748 933 206

Mark Reynolds
Head of Investor Relations
+44 (0)7979 696 498

Hannah Collyer
Head of Media Relations
+44 (0)7834 256 775

Nick Cosgrove, Helen Smith
Brunswick Group
+44 (0)207 404 5959

Source: Dixons Carphone