“The electronics industry and Farnell’s business were not immune to the global challenges of the past 24 months, as the COVID-19 pandemic placed enormous pressure on our customers, suppliers, and employees,” said Chris Breslin, President of Farnell.
“We have had much to be proud of during these challenging times, from expediting medical orders to support frontline healthcare professionals to the smooth transition to remote work for our employees. However, we have also identified a need for continuous improvements in our customer service,” Breslin continued.
"As our business environment has changed rapidly, we have re-evaluated every step of the support process to optimize the customer experience. Farnell has been more than a distributor for 83 years and more; it has been a partner to its customers, working tirelessly to support them in overcoming their challenges." Chris Breslin emphasized that "this strong working partnership remains our focus as we embark on a new year, with new challenges and new opportunities."
Customers are looking for more than just a distribution partner to meet their needs. The distribution partner must have stable and dynamic support functions to address the challenging and ever-changing business markets. Chris Breslin explains that Farnell is focusing on three key strategic priorities for 2022 that will enable it to better support customer needs today and tomorrow. These priorities are digital transformation, adaptability, and improved customer support.
Digital transformation
"The impact of the COVID-19 pandemic accelerated the trend toward digital commerce. The vast majority of Farnell's customers begin their journey online, and more than 70% complete their transaction on a digital platform. Over the past year, Farnell has implemented hundreds of improvements, including industry-leading speed across its global websites. Farnell is well-positioned as a digital-first business and is making the necessary investments to deliver one of the industry's leading digital experiences."
Adaptability
"Farnell has become an increasingly agile business with global teams across a variety of functions capable of responding and reacting quickly to a changing landscape and the resulting shifts in customer needs. In 2022, Farnell customers will realize the benefits of several strategic investment decisions the business has made since 2019, such as a fully operational, state-of-the-art distribution center and the expansion of the product range to over 1 million, including 250,000 new parts by summer 2022."
Improved customer support
"Farnell's goal has always been to help customers solve problems, not just sell them parts. We've seen our customers change the way they work; Farnell's requirements as their distribution partner have changed accordingly. Our multichannel customer service processes are constantly being reviewed and improved to ensure they meet customer needs, whatever they may be in 2022 and beyond," Breslin concluded.
