High tech companies can enhance customer experience and margins through analytics led service support solutions that enable an integrated approach to managing evolving customer needs.

1. DESIGN ∙ TRANSFORM ∙ RUN
Gianni Giacomelli
Senior Vice President
Head of Genpact Research Institute
Chief Marketing Officer
http://www.genpact.com/home/solutions/contact-center/technical-and-product-support
High Tech Service Support Intelligent OperationsSM
Enabling technology assets manufacturers improve customer experience and
service profitability through analytics embedded service support solutions
EXECUTE
ACTIONS

2. DESIGN • TRANSFORM • RUN 2© 2015 Copyright Genpact. All Rights Reserved. 2
We design, transform and run the intelligent enterprise
operations that strengthen our clients’ competitiveness
About Genpact ► Overview
*US$22B is a cumulative figure since 2006
*Cumulative figure since 2006
Whatwedo
Help leaders of some of the largest enterprises
…design, transform and run
…business-critical operations including the very complex
and industry-specific
Howwedoit
Smart Enterprise Processes (SEPSM) crystallizes
operational and domain expertise, rigor inherited from GE
Achieve Intelligent OperationsSM through Systems of
EngagementTM, Core IT and Data-to-Action AnalyticsSM
The strength of a large company, but flexible solutions; top
management directly involved with clients
Unbiased and agile solutions limit upfront costs, reach
results faster and enhance adaptability
Our impact
We make clients
more competitive:
• More efficient,
effective
• Able to better
manage costs,
risks, regulations,
and support growth
The results:
US$22B*+ of impact
for 800 global clients

3. DESIGN • TRANSFORM • RUN 3© 2015 Copyright Genpact. All Rights Reserved. 3
Domain + Technology + Analytics + Operations =
Reimagine processes, build Intelligent Operations
Genpact Intelligent OperationsSM
Genpact Intelligent OperationsSM
EXECUTE
ACTIONS
EXECUTE
ACTIONS
Smart Processes
Design, transformation and
operations support generate real
impact by aligning tightly to
measurable business outcomes
thanks to proprietary SEPSM
framework
Smart Decision Services
Genpact Data-to-Action AnalyticsSM
leverage Intelligent Process Insight
EngineSM and advanced
organizational delivery models
Smart Technology
Genpact Digital harnesses effective,
agile technology including Genpact
Systems of EngagementTM and
effective Core IT services

4. DESIGN • TRANSFORM • RUN 4© 2015 Copyright Genpact. All Rights Reserved. 4
Service Support
Industry challenges
Solution
Impact
Case studies

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• OEMs lose revenue as they lack
visibility into the number of
service/repair request that ASCs
get directly
• High cost of managing products that
are returned by customers
• Inefficient returns management
processes leading to sub optimal
realization
• Inadequate coordination between
customer services, field services,
parts fulfillment, and reverse
logistics functions
• Seamless user experience
across devices
• “Service me anytime,
anywhere and for free”
OEM – Original equipment manufacturer; ASC – Authorized service center
Rapidly evolving customer needs challenge continued
customer delight – which is still the key to profitable revenue
Service Support ► Industry challenges
Changing
customer
expectations
Service
fulfillment
inefficiencies
“Out of
warranty”
revenue
leakage
High
product
returns
• Consumers expect “intelligent
servicing” – from reactive to proactive
service
1 2
34

6. DESIGN • TRANSFORM • RUN 6© 2015 Copyright Genpact. All Rights Reserved. 6
Adverse CSAT of 5% – 15% reduces
repeat purchase decision of existing
customers by 35 %
Changing
customer
expectations
Average 1.3 visits / repair request
results in 30% higher field service
cost
Service fulfillment
inefficiencies
Product returns account for as high as
8% of customer sales, while
organizations spend an additional 5-6%
of sales on managing returns
High product
returns
OEMs today get only 25% of out of
warranty repair revenues from the
ASCs
“Out of warranty”
revenue leakage
1
2
3
4
Significant opportunity to prevent cost and revenue leakage
Service Support ► Industry challenges ► Opportunities

7. DESIGN • TRANSFORM • RUN 7© 2015 Copyright Genpact. All Rights Reserved. 7
Customer
satisfaction
Cost
reduction
Revenue
growth
Warranty
management
Service
fulfilment
Parts
Management
Service
invoicing and
reporting
Product
returns and
refurbishing
Service
request mgt./
contact center
• Comprehensive parts planning to reduce field
visits
• Improved parts inventory management
• Remote diagnostics / stronger knowledge base to
reduce “no trouble found” returns
• Reduce costs of managing returns
• Improve call center satisfaction
• End to end issue resolution – call center and
field service center
• Ensure on time service fulfillment
• Improved tat for product returns
• Increase in first call resolution (FCR)
• Improve self service by introducing
self help portals
• Automate resolution of commonly
occurring issues
• Cross sell / upsell
• Monetize out of scope calls
• Out of warranty revenue expansion through
visibility enhancement
• Returns remarketing / e-auctions administration
Product support
(traditional approach)
Enhanced “service support” view
An end-to-end service approach to product support drives
customer and profitability through intelligent operations
Service Support ► Solution ► Approach

8. DESIGN • TRANSFORM • RUN 8© 2015 Copyright Genpact. All Rights Reserved. 8
Product support
 Pre-sales/sales support
 Post sales support
 Aftermarket services
(AMS)
 Product returns
Customer facing operation
End to end “customer service management” across channels through intelligent aftermarket services and
product returns support operations
ISC / field
engineer
Parts
supply
Warehouse /
LSP
Repair processing
center
Backend enabling operation
Field service support
Returns management
Parts fulfillment
 Field and parts support –
end to end transaction
processing
 End to end reverse logistics
management
LSP: Logistics Service Provider
Smart processes (SEP
SM
)
and domain expertise
Data to insight
analytics
Integrated technology
Backend analytics data
fed in to knowledge
management
Our service support methodology effectively integrates
front-end customer processes with back-end fulfillment
Service Support ► Solution ► Portfolio
Coordination with external entities

9. DESIGN • TRANSFORM • RUN 9© 2015 Copyright Genpact. All Rights Reserved. 9
Product
support
Effective multi-channel
pre-sales support, order
management, and
technical product
support
Improved customer
satisfaction
5 to 15 %
Improved first time
resolution
25 to 30 %
Increase in out of
warranty revenue
Up to 50 %
Improved service
profitability
10 to 15 %
Reduced cost of
returns
15 to 20 %
Field service
support
Maximize the
wrench/repair time of
field engineers through
support for activities
such as debriefing, field
scheduling, dispatch
creation, and tool
sourcing
Parts
fulfillment
Right part movement to
the right place by
supporting activities
such as back-order
follow up and shipment
tracking; handle crucial
functions, such as parts
planning and
forecasting
Product returns
management
End to end reverse
logistics management;
returns reduction
through an analytics
driven knowledge
management engine
Significant operational and financial impact
Service Support ► Impact

10. DESIGN • TRANSFORM • RUN 10© 2015 Copyright Genpact. All Rights Reserved. 10
ImpactChallenge Solution
Customer service quality: quality
of service not at desired levels
Identified existing gaps and redesigned
quality monitoring process across multiple
sites
300 basis point increase in customer
satisfaction scores in 4 months
Inventory: high field inventory of
spare parts
Physical and system inventory reconciled;
re-designed the forecasting logic
Field parts inventory reduced by 44%,
and released $28MM in working capital
Service capacity: field service
struggling to meeting service
growth plans
Conducted detailed analysis of field
engineer (FE) available time and moved
non-value add items to a support team
Released 21% field capacity, and
increased FE utilization and customer
face time
Warranty and parts return: cost
recovery and reducing parts return
Improved claims matching process and
compliance rigor, and digitized the claims/
parts analytics for greater visibility
Reduced parts return cycle time by
47% in 1 year, and increased cost
recovery by 122% or ~$8MM
Customer satisfaction and
revenue: inaccurate replacement
of spares
Ensured100% knowledge base usage for
right resolution and L2 (SME) intervention
to avoid incorrect replacements
46% reduction in spare replacement
and over 15% reduction in ‘no problem
found’ at the repair center
Genpact’s service support solutions help clients realize
measurable impact
Service Support ► Case Studies

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About Genpact
Genpact (NYSE: G) stands for “generating business impact.” We design, transform, and run intelligent business operations including those that are complex
and specific to a set of chosen industries. The result is advanced operating models that support growth and manage cost, risk, and compliance across a range
of functions such as finance and procurement, financial services account servicing, claims management, regulatory affairs, and industrial asset optimization.
Our Smart Enterprise Processes (SEPSM) proprietary framework helps companies reimagine how they operate by integrating effective Systems of
EngagementTM, core IT, and Data-to-Action AnalyticsSM. Our hundreds of long-term clients include more than one-fourth of the Fortune Global 500. We have
grown to over 68,000 people in 25 countries with key management and a corporate office in New York City. Behind our passion for process and operational
excellence is the Lean and Six Sigma heritage of a former General Electric division that has served GE businesses for more than 16 years.
For more information, visit www.genpact.com.
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© 2015 Copyright Genpact. All Rights Reserved.
Genpact Research Institute
The Genpact Research Institute is a
specialized think tank harnessing the
collective intelligence of Genpact – as
the leading business process service
provider worldwide - its ecosystem of
clients and partners, and thousands of
process operations experts. Its
mission is to advance the “art of the
possible” in our clients’ journey of
business transformation and adoption
of advanced operating models.
www.genpact.com/research-institute