Fully outsourced management of Dulux accredited scheme

The challenge

Through their Dulux Select Decorators accreditation scheme, Dulux wanted to provide homeowners with peace of mind, in the knowledge that they were hiring a professional decorator who was endorsed by Dulux for their high standards. 

To achieve this, our initial brief was to increase the robustness and quality of the scheme as well as the supply the scheme could offer, so Dulux could actively promote an end-to-end service for homeowners. Which would subsequently lead to Dulux fully outsourcing the management of this scheme to us. 

Our approach

Our starting point was to review the current member profile and the processes in place to identify where improvements were required. With an understanding of the decorator profile we wanted, we designed an infrastructure to deliver this, including process mapping and document creation.  

Following this, our brief then expanded to running and delivery of the scheme. The improved infrastructure, combined with a tailored CRM system and our customer service team, allowed us to: 

• Act as the first point of contact and concierge for all customers 
• Ensure all decorators are regularly assessed and meet the high standards expected from a member 
• Handle all daily scheme operations, including financial management 
• Mediate complaints mediation and finds resolutions 
• Provide ongoing consultancy to improve the scheme 
• Manage social media accounts for the group and posting engaging and relevant content 
• Write and create a monthly newsletter showcasing new products, industry news, and member stories.