Is Lowe's moving Installed Sales from...

Is Lowe's moving Installed Sales from the stores to a Call Center?

There are 72 comments on the redaprons.invisionzone.com story from Oct 24, 2009, titled Is Lowe's moving Installed Sales from the stores to a Call Center?. In it, redaprons.invisionzone.com reports that:

What is the latest rumor at Lowe's? Answer: Are Install Managers going away?

That is the question Lowe's store employees are beginning to ask. After weeks of rumors of a Installation Call Center test program, word is spreading like wild fire.

Of course, Associates in the stores that manage the program are concerned about their jobs. It appears Lowe's is secretly planning to move most functions of the Installed Sales programs from the stores to a centralized Call Center.

Lowe's Executives alluded to a "Centralized Project Management" initiative on a conference call with investors in September, but gave little details.

There are still many unaswered questions that are leaving many employees concerned about their jobs being so close to the holidays.

Join the discussion below, or Read more at redaprons.invisionzone.com.

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a reader

Blue Island, IL

#1 Nov 19, 2009
Well, we got word of this "accidentally" at the store I am the Installed Sales Manager in. Quite frankly I am scared. I feel that by eliminating tasks within the store and centralizing installed sales we are going to drastically increase the number of complaints. If we didn't have a production team to catch mistakes before they are an issue we wouldn't have any sales. I know what my office controls and I know a centralized office wouldn't be able to handle what we do. I am hoping for the best but my gut tells me it's not good.
kitty

AOL

#2 Dec 16, 2009
a reader wrote:
Well, we got word of this "accidentally" at the store I am the Installed Sales Manager in. Quite frankly I am scared. I feel that by eliminating tasks within the store and centralizing installed sales we are going to drastically increase the number of complaints. If we didn't have a production team to catch mistakes before they are an issue we wouldn't have any sales. I know what my office controls and I know a centralized office wouldn't be able to handle what we do. I am hoping for the best but my gut tells me it's not good.
Installed Sales Managers ARE going away. I lost my position and was told I was not being replaced. Another DMIS in our district lost hers too and is not being replaced. It looks as if the new position of Outside Project Specialist that is now a "pilot" program and is so far doing well, will eventually expand to the rest of the store. I have only heard of the call center as handling the complaints to keep the store from giving away so much to settle complaints,
Staff

Manteca, CA

#5 Dec 24, 2009
Ask him!
Sponsored by:
www.lowesceo.com
sick of it

Asheville, NC

#6 Apr 27, 2010
So were in western NC Lowes has removed the Installed Sales department from our district. The new center is being called the CPO Central Production Office. Really it has been nothing but counter productive. No one and I mean NOONE knows whats going on at all any more, for installers it's taking weeks to get paid there was even a problem with the wrong installers being paid for installs that weren't theirs. Kitty the CPO is taking over installed sales completely the offices with in the stores are being used to house the PSE program you are refering to and yes that is working well, high sales volume happy customers very little error in ordering as the installer and the sales person work together durning the detail. Our district didnot fire the cordinators or managers they were all moved to different positions through out the store or some went to the CPO. Regardless from what we are being told right now this is going to remain in place and continue across the country. The concept is good however the organization of it is very poor. If you call in to update schedualing or anything you will rarely speak to the same person twice, so you have to repeat the same story over and over again. There is a problem with the way they recieve and handle faxes as well there is no accountability to anyone down there now. When you send something in there are so many people touching the faxes that things are being misplaced. But with only one fax numer who knows who pulled it. I don't really know we were all told that the pilot program in Atlanta was amazing. Thus far it's not working, maybe its just a mangement issue but it's making things ten times harder then they ever were when the production office was still in store.
Crawford_25

United States

#7 Mar 23, 2011
Thank you for the heads up. Rumors at Lowe's usually become reality. My install office rocks.. I certainly will start moving forward with my job search.
LeadH20Wreck

Orlando, FL

#8 Mar 23, 2011
Crawford_25 wrote:
Thank you for the heads up. Rumors at Lowe's usually become reality. My install office rocks.. I certainly will start moving forward with my job search.
I would do that if I were you too!
neece_64

Texas City, TX

#9 Mar 23, 2011
So, this thread is a year and a half old. Just wondering if there has been any more news? I haven't seen or heard anything else about this. And now with the launch of Connections on MyLowesNet, I would have thought someone would have said something about it.
LeadH20Wreck

Orlando, FL

#10 Apr 2, 2011
neece_64 wrote:
So, this thread is a year and a half old. Just wondering if there has been any more news? I haven't seen or heard anything else about this. And now with the launch of Connections on MyLowesNet, I would have thought someone would have said something about it.
Still the same old rumors flying around. Just waiting to see what is going to really happen.
In a perfect world

United States

#11 Apr 3, 2011
These are not rumors, it was covered in the last meeting.They are in place already in several parts of the country as test areas, but have been successful enough that they will be rolling them out in 2012 AFTER the technology upgrade is complete.
LeadH20Wreck

Orlando, FL

#12 Apr 4, 2011
In a perfect world wrote:
These are not rumors, it was covered in the last meeting.They are in place already in several parts of the country as test areas, but have been successful enough that they will be rolling them out in 2012 AFTER the technology upgrade is complete.
Well then that is a good thing. At least we now have the answer.
neece_64

Deer Park, TX

#13 Apr 4, 2011
Well, guess I better get a plan then. I hear ours is gonna be in the Woodlands. Thats a long drive. I just don't see how a Central location that is an hour an a half away can handle all the issues we have come up... I spent today in a customers attic taking pictures of the lines to a water heater, which were covered in oxidation. He blames the installer, but it's out of warranty. Guess the call center will just tell the customer, "too bad so sad"? That's gonna make for great customer scores and ensure we get our SSEI! NOT!
kysoul

Bowling Green, KY

#14 Sep 26, 2011
So anybody got a new update on this whole installed sales business.
In a perfect world

Grand Rapids, MI

#15 Sep 26, 2011
1st half 2012
kysoul

Bowling Green, KY

#16 Oct 1, 2011
So my question is if we go to a call center will there be multiple call centers and will thr be a designated employee in each store that will play liason between there store and the call center?
In a perfect world

Grand Rapids, MI

#17 Oct 1, 2011
Yes and Yes

There will still be a liason or store point person to pull some orders and deal with some installer issues if needed. The program is evolving on the fly and will probably go through many changes before they roll it out companywide.

Since: Jan 11

Location hidden

#18 Oct 2, 2011
So what happens to those employees who are currently working in the install offices of each store? Do they get integrated back onto the floor, do they remain as the store install rep, or does that job go away and managers have to go out to houses to inspect poor install jobs, and ensure that the install pulls are accomplished the night before a scheduled install?
wheredoesitend

Wilmington, DE

#19 Oct 5, 2011
I was told that the DMIS will be responsible for the PSI's projects. Order Management and having all product pulled and staged for install. The PSI installs will happen in sections and it is the DMIS's responsibility to coordinate. I have a feeling they are waiting for all upgades to be completed before the take away the install offices. Right now they looked to be focused on the restructure of management. They just let some regional managers go and by next week they will let some of the District Managers go. Next will be store managers. Soon enough they will do away with Install Sales. So much change in so little time. Greed nothing but greed.
kysoul

Nortonville, KY

#20 Oct 5, 2011
I thought the DMIS positions were being done away with as well and everything was going to call centers?
MMM4

Woodbridge, VA

#21 Oct 11, 2011
Well, just got the info about the District Managers today, but doesn't each store NEED a Store Manager? How will they get rid of THEM?
wow wow wubbzy

Stockton, CA

#22 Oct 15, 2011
We just got notified there is a mandatory store meeting this sunday. So Im sure all the rumors will be answered.

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