After-Sales Customer ServicesSubject: OverviewPrepared by M.Barriault – April 2010
Our Vision & Strategy                 … developing a customer-centric approach through a                  combination of p...
Our Mandate                   … building value through customer care…              Order                                  ...
Technical Support’s RoleTechnical Support      24x7 Technical Assistance Hotline      Remote Assistance on Software prod...
Webstore                                                       ILCOSTORE.com                                              ...
Client Support Website                                                       ILCO Support Website                         ...
Service PlansILCO’s Silver, Gold and Platinum scalableService Plans are part of our World-ClassCustomer Support Program. T...
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2010 2011 Kaba Ilco Customer Services Overview

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2010 2011 Kaba Ilco Customer Services Overview

  1. 1. After-Sales Customer ServicesSubject: OverviewPrepared by M.Barriault – April 2010
  2. 2. Our Vision & Strategy … developing a customer-centric approach through a combination of people, process and technology… People Training, Development Coaching and Support Process Technology Quality and cost- Powerful web effective driven access integrated processes with ERP systemCustomer Services, © Kaba Thursday, March 10, 2011 1
  3. 3. Our Mandate … building value through customer care… Order Support Admin Website Customers Projects Webstore Installation Service Plans Technical Support Field RMA Service Repairs … from reception of the customer’s order… through the life of the product…Customer Services, © Kaba Thursday, March 10, 2011 2
  4. 4. Technical Support’s RoleTechnical Support  24x7 Technical Assistance Hotline  Remote Assistance on Software products  Support Website; Product Info, FAQs, videos, etc..  Escalation managementParticipate in New Product Development & Improvement  Product reliability; pareto analysis  Customer feedback  Influence product designers for more reliable and easy-to-use products and documentation  Assist PLM in new product deployment  Document Beta trial feedback for Gate Review / Product ReleaseCorrective Maintenance  Field Service coordination Customer Services, © Kaba Thursday, March 10, 2011 4
  5. 5. Webstore ILCOSTORE.com Place and track orders 7/24: • Product configurators • Exploded views for parts • Keycards, batteries, cables, etc. • Leadtimes, invoices, shipment tracking information • Etc.Customer Services, © Kaba Thursday, March 10, 2011 5
  6. 6. Client Support Website ILCO Support Website Find all the information you need to use of support ILCO products such as: • Installation videos • Frequently Ask Questions • Diagnostic tips • Manuals • Drilling templates • Etc.Customer Services, © Kaba Thursday, March 10, 2011 6
  7. 7. Service PlansILCO’s Silver, Gold and Platinum scalableService Plans are part of our World-ClassCustomer Support Program. They have beendesigned to help customers maintaining theirelectronic locking system on a fixed yearlybudget at a very competitive price.BenefitsPlatinum: Includes all the benefits of the Gold Plan, plus:• Fixed and budgeted maintenance costs• Priority repair services• Instant savings on web store keycards and parts purchases• Savings when you need ILCO on-site support• Peace-of-mindGold: Includes all the benefits of the Silver Plan, plus:• Quick replace of the most important parts and equipment to keep your locks operational• Access to the most current software versions available at no costSilver:• 24/7/365 unlimited customer support• Access to comprehensive videos, guides, FAQs, and more Customer Services, © Kaba Thursday, March 10, 2011 7
  8. 8. Thank you !

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