Domestic & General is a market-leading warranty company, with a worldwide presence and a proud 100-year heritage. It works with some of the world’s biggest names, providing them with product protection for a broad range of domestic appliances and consumer electronic products, ranging from televisions, washing machines and boilers to laptops, jewellery, smartphones, and tablets.
Domestic & General’s client base is made up of leading appliance manufacturers and large national retails who either represent Domestic & General products through ‘introduction’ activity or actively sell products on their behalf. Across the client organisations, there are over 32,000 employees in more than 800 locations who need support and expertise.
Previously, Domestic & General had operated a team of five L&D consultants who supported the learning of product knowledge, customer conversations, sales through service and compliance for all third-party clients.
The team offered predominantly face-to-face solutions, which limited their resource capability and as a result, some clients were given priority, using a large portion of the team’s time, leaving other clients with limited or sometimes no support.
With a growing client base, the existing approach simply wasn’t meeting the needs of the learners or the business. The decision was taken to enhance the Client Learning proposition to support clients towards seeling the new ‘Customer First’ proposition and demonstrate an investment in clients’ operations.