After Sales Service
Business Objective
Our client is a privately owned service company that carries out installation, maintenance and repair of high-end industrial printers, copiers and imaging solutions on exclusively on behalf of the manufacturer of such equipment. Our client also provides after supplies of consumables like ink, colour palates, LED/electronic consumables. The manufacturing company shared customer complaints about poor service, penalized our client for drop in service levels and gave a warning to demonstrate improvement in 6 months of face the risk of contract termination.
Challenges
There were multiple challenges, first was to redefine and identify problem areas, collate data from customer surveys, service calls, feedback on closure reports for paid vs under-warranty service, call centre accessibility and availability.
Solution Methodology
Studied process of customer engagement for after sales service and segregated data collected at various points.
Identified gaps across the chain of customer interaction points and recommended a ‘single’ ticket approach for every customer and equipment combination.
Based on single ticket from customer-equipment combination created different categories of problem tickets for service engineers attending the call into those issues that were to be fixed under warranty and those that were consumables that the customer had to purchase separately.
Prepared customer-equipment history and recommended carrying of additional spares and consumables by service engineers attending the call
Business Impact
Increased efficiency of service engineers where under-warranty maintenance and delivery cum installation of consumables/spares was done in single visit.
Improved overall customer satisfaction: 98% of the calls attended received average customer satisfaction score of 4.9 out of 5.
Our customer earned back penalty credits and secured a long-term contract with the manufacturer after 6 months.