Accel Frontline Services Limited    ( An ACCEL Group Company)  Presented by Manoj Kumar Manager-Marketing [email_address] ...
<ul><li>India's largest Integrated Reverse Logistics and ILM (Integrated Life-cycle Management) company for Technology pro...
Overview <ul><li>Established in 1991 by a team of five technopreneurs led by Mr. N R Panicker. </li></ul><ul><li>Co-founde...
Group Companies Accel Frontline Limited A joint venture with BT Group PLC IT Infrastructure Services, Software Services, M...
Accel Frontline Services Limited Warranty Management, Test & Repair, Tech Help Desk Services  Accel Systems Group A US HQ ...
Global Footprint <ul><li>All India Network of support offices </li></ul><ul><li>Subsidiary operations in USA, UAE/Dubai, S...
An Overview Accel Frontline Services Limited
Strong Corporate governance with eminent team of Directors K R Chandrashekaran Director & CFO  Chartered Accountant Previo...
Vision To become one of the Global’s most respected IT/Telecom/Storage/Memory/CE Services companies Mission & Commitment W...
Customer care and delight Pursuit of excellence through Quality Highest level of Integrity Respect for the Individual Opti...
Who We Are…. <ul><li>After-market Customer Services Company </li></ul><ul><li>After-market Supply Chain Organization </li>...
Test and Repair Services Technical Help Desk Services Warranty Management Solutions Service Offerings RMA Creation and Man...
Wide Range of Products Supported
<ul><ul><li>Principal Relationships </li></ul></ul><ul><ul><li>Our Principals…a snap shots… </li></ul></ul>
<ul><ul><li>Our Principals…a snap shots… </li></ul></ul><ul><ul><li>Principal Relationships </li></ul></ul>
What makes our  Service  Unique? <ul><li>Commitment to our Customers/Principals </li></ul><ul><li>We assign a work cell co...
<ul><li>Our System: We have eTOS ( Electronic Tracking & Ordering System i.e i-Serve, WMS, EPS) </li></ul><ul><li>Entry of...
<ul><li>Service Types: </li></ul><ul><li>Replacement </li></ul><ul><li>Upgrade </li></ul><ul><li>Repair </li></ul><ul><li>...
<ul><li>RMA Status to Customers at Various stages: </li></ul><ul><li>Our system can trigger SMS/E-mail to Customers at var...
<ul><li>Types of Report: </li></ul><ul><li>Call Log Report, Web call Log Report </li></ul><ul><li>Web Pick-up waiting repo...
<ul><li>Long Term association with many Principals/OEMs </li></ul><ul><li>More than 20 years in the Warranty Services Busi...
<ul><li>Can Promote your Service Packs </li></ul><ul><li>Q Management System in place in Major locations </li></ul><ul><li...
<ul><li>Customer Care Cell to address Customer grievances /Legal & Court Cases. </li></ul><ul><li>Vertical Customer contac...
Western  India-Mumbai Regions Northern India-New Delhi Eastern  India-Kolkata Kerala/  TN-Chennai Karnataka/ AP -Bangalore...
More than 5000 IT professionals The People in Accel Group AFSL Strength <ul><li>Manpower </li></ul><ul><li>Total head coun...
ACCEL Service Network Regional Outlook 600 Service Centers across India addressing 475 cities Region Centers Cities North ...
Service Infrastructure–upto Level 3 <ul><li>Level 1, 2 & 3 Centers </li></ul><ul><li>*   Anti static work place  </li></ul...
Service Infrastructure – L1 & L2 view
 
Service Infrastructure – L4/BGA Repair Centres <ul><ul><li>Anti static work area with ESD tester, heel strap, wrist strap ...
Service Infrastructure – L4 View
Service Infrastructure – L4 View
Biker pick-up & Service on wheels Service provided in metro locations Extended services for Distributors, Key Retailers In...
<ul><li>Telecom Managed Services: </li></ul><ul><li>On-Site Installation & commissioning and Operational & Maintenance of ...
Summary: Nationwide network State-of-the-art facilities  Well established operations Expertise and experience across techn...
Thank You !
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Accel Warranty Management And Managed Services Executive Summary 150911

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Accel Warranty Management And Managed Services Executive Summary 150911

  1. 1. Accel Frontline Services Limited ( An ACCEL Group Company) Presented by Manoj Kumar Manager-Marketing [email_address]  : 9818908097
  2. 2. <ul><li>India's largest Integrated Reverse Logistics and ILM (Integrated Life-cycle Management) company for Technology products. </li></ul><ul><li>Warranty Management Services, Reverse Logistics, Test & Repair Services, Tech Help Desk & Managed Services Company to IT Products/peripherals, Telecom, Storage & Memory, Networking and Consumer Electronics Products. </li></ul><ul><li>Celebrating 20 th Anniversary. </li></ul>@
  3. 3. Overview <ul><li>Established in 1991 by a team of five technopreneurs led by Mr. N R Panicker. </li></ul><ul><li>Co-founder Mr. R Ganesh who is the Head of Accel Frontline Services Limited. </li></ul><ul><li>PAN India Presence- Having 43 offices and 600 service centers covering 475 cities. </li></ul><ul><li>Fully automated processes with customer log-in interface </li></ul><ul><li>1200+ Professionals managing Service requirement of Customers. </li></ul><ul><li>Experienced Management Team </li></ul><ul><li>Long standing partnership with Technology leaders. </li></ul><ul><li>Domain experts in industry verticals. </li></ul><ul><li>A company with a track record of growth and financial performance. </li></ul>
  4. 4. Group Companies Accel Frontline Limited A joint venture with BT Group PLC IT Infrastructure Services, Software Services, Managed Services Accel Transmatic Limited Customer Interface Solutions, Multifunction kiosks, Queue Management System Accel IT Resources Limited IT Outsourcing, Staffing, Consulting, Training in IT Infrastructure, Embedded System design, 2D & 3D Animation
  5. 5. Accel Frontline Services Limited Warranty Management, Test & Repair, Tech Help Desk Services Accel Systems Group A US HQ IT Services Company Accel Media Ventures Limited A Media Production & Distribution Company:3 D Animation, Visual Effects, Motion Capture Group Companies Accel Charities Foundation A vehicle for Accel Limited’s Corporate Social Responsibility initiatives. The foundation focuses on education, rural development & geriatric care. Accel Charities Foundation
  6. 6. Global Footprint <ul><li>All India Network of support offices </li></ul><ul><li>Subsidiary operations in USA, UAE/Dubai, Singapore </li></ul><ul><li>JVs in India Sub-continent, Middle East & Africa </li></ul>
  7. 7. An Overview Accel Frontline Services Limited
  8. 8. Strong Corporate governance with eminent team of Directors K R Chandrashekaran Director & CFO Chartered Accountant Previous Exp. (Harita Fin.HCL, ACC Babcock) R Ganesh Director & Head of Business Operations A co-founder of Accel and a Computer Hardware Technologist with over 20 years. He began his career in MRF, and worked in HCL before co-founding Accel N R Panicker Founder, Chairman & Managing Director B Tech Electronics & Comm. Engineering Top 10 Influencers in Indian IT (DQ 2005)
  9. 9. Vision To become one of the Global’s most respected IT/Telecom/Storage/Memory/CE Services companies Mission & Commitment We strive to be the strategic after-market services partner of choice and are committed to serving our customers by anticipating their needs and giving our best-in-class solutions to help them achieve their business goals.
  10. 10. Customer care and delight Pursuit of excellence through Quality Highest level of Integrity Respect for the Individual Optimum Value Proposition We Value
  11. 11. Who We Are…. <ul><li>After-market Customer Services Company </li></ul><ul><li>After-market Supply Chain Organization </li></ul><ul><li>Integrated Reverse Logistics and ILM (Integrated Life-cycle Management) company </li></ul><ul><li>3 rd Party Service Partners </li></ul><ul><li>Neutral Service Partners (National & Global) </li></ul><ul><li>One-Stop Service Solutions Provider </li></ul><ul><li>Strategic Provider of After Sales Service </li></ul><ul><li>100% dedicated to After Sales Service Support </li></ul>
  12. 12. Test and Repair Services Technical Help Desk Services Warranty Management Solutions Service Offerings RMA Creation and Management Reverse Logistic Support Inventory Management Imports and Re-Exports Management Authorised Scrapping RTB & On Site Repair Services Component Level Repairs BGA Rework & Re-balling IC Programming Refurbishment Call Center with CRM L1 & L2 Tech Support Managed Services Outsourced Training (Tech & Soft-skills Training)
  13. 13. Wide Range of Products Supported
  14. 14. <ul><ul><li>Principal Relationships </li></ul></ul><ul><ul><li>Our Principals…a snap shots… </li></ul></ul>
  15. 15. <ul><ul><li>Our Principals…a snap shots… </li></ul></ul><ul><ul><li>Principal Relationships </li></ul></ul>
  16. 16. What makes our Service Unique? <ul><li>Commitment to our Customers/Principals </li></ul><ul><li>We assign a work cell completely accountable to each Principal </li></ul><ul><li>Our People & Management </li></ul><ul><li>Quality of Services </li></ul><ul><li>World class support solutions & IT systems </li></ul><ul><li>Highest level of integrity </li></ul>
  17. 17. <ul><li>Our System: We have eTOS ( Electronic Tracking & Ordering System i.e i-Serve, WMS, EPS) </li></ul><ul><li>Entry of service orders and RMAs </li></ul><ul><li>Monitoring and/or defining inventory levels </li></ul><ul><li>Monitoring inbound receipts of fulfilment equipment </li></ul><ul><li>Tracking shipment & work-in process </li></ul><ul><li>Customer centric service model </li></ul><ul><li>All India Network of Support offices </li></ul>What makes our Service Unique?
  18. 18. <ul><li>Service Types: </li></ul><ul><li>Replacement </li></ul><ul><li>Upgrade </li></ul><ul><li>Repair </li></ul><ul><li>Repair & Replacement </li></ul><ul><li>Sales Order </li></ul><ul><li>Advance Replacement </li></ul><ul><li>Receive only </li></ul><ul><li>Credit Refund to Customers </li></ul><ul><li>RMA Credit Program </li></ul>Salient Features of our Service Management/WEB Based CRM
  19. 19. <ul><li>RMA Status to Customers at Various stages: </li></ul><ul><li>Our system can trigger SMS/E-mail to Customers at various stages. </li></ul><ul><li>RMA/Service Status through SMS Query: </li></ul><ul><li>RMA Status through our WEB CRM & ON Line RMA Registration: </li></ul><ul><li>ON line Call/RMA Registration through WEB by Customers </li></ul><ul><li>Live tracking of logistics between Accel HQ and Service Centers for both Good & Defective Products. </li></ul><ul><li>Customers feedback through SMS on Accel Service Supports: </li></ul>Salient Features of our Service Management/WEB Based CRM
  20. 20. <ul><li>Types of Report: </li></ul><ul><li>Call Log Report, Web call Log Report </li></ul><ul><li>Web Pick-up waiting report, Web Pick-up done report </li></ul><ul><li>Call closed report </li></ul><ul><li>Accept shipment waiting report, Ship-out waiting report </li></ul><ul><li>In transit line item wise report, Ship-out done report </li></ul><ul><li>Approval waiting report, Approval details report </li></ul><ul><li>In-stock report (Sl. No wise), Stock Status report, Stock recycle result report, Stock planning report, Stock receipt report </li></ul><ul><li>In-stock cumulative report, Scrap report </li></ul><ul><li>TAT Report </li></ul>Salient Features of our Service Management/WEB Based CRM
  21. 21. <ul><li>Long Term association with many Principals/OEMs </li></ul><ul><li>More than 20 years in the Warranty Services Business </li></ul><ul><li>Best RMA Support Partner in India. </li></ul><ul><li>Ability to repair of any kind of Digital & Analog products </li></ul><ul><li>43 own locations (COCO) with 600+ ASPs in 475 cities (FOFO) </li></ul><ul><li>Warehousing Hubs ( 1 MWH, 5 RWH): 15 </li></ul><ul><li>L4 Repair Centres: 09 </li></ul><ul><li>WEB Based ON LINE CRM for calls & inventory management </li></ul><ul><li>Report access to principal through web (Real time status) </li></ul><ul><li>Integration of Accel and ASP network </li></ul><ul><li>Own Call Center facility for both Pre-sales & Post sales supports </li></ul>Why Principals prefer ACCEL!!! (USPs)
  22. 22. <ul><li>Can Promote your Service Packs </li></ul><ul><li>Q Management System in place in Major locations </li></ul><ul><li>On site supports </li></ul><ul><li>YOU can hire & forget on after sales support </li></ul><ul><li>YOU will get all service supports under one umbrella </li></ul><ul><li>Core Team at HO & Single window contact for YOU </li></ul><ul><li>Out of Warranty supports </li></ul><ul><li>Arrangement of Road Permits/Way Bills </li></ul><ul><li>Short lead time to start the Project </li></ul>Why Principals prefer ACCEL!!! (USPs)
  23. 23. <ul><li>Customer Care Cell to address Customer grievances /Legal & Court Cases. </li></ul><ul><li>Vertical Customer contact points & Escalation tracking and handling mechanism from service centers up to HO </li></ul><ul><li>Go to Market Strategy i.e Visit to major Dealers/Distributors periodically to enhance focus on Market & CSAT </li></ul><ul><li>Audit Process in Place </li></ul><ul><li>Processes in line with Global Best Practices </li></ul><ul><li>Flexible system to handle any kind of warranty support model </li></ul>Why Principals prefer ACCEL!!! (USPs)
  24. 24. Western India-Mumbai Regions Northern India-New Delhi Eastern India-Kolkata Kerala/ TN-Chennai Karnataka/ AP -Bangalore H.O Chennai
  25. 25. More than 5000 IT professionals The People in Accel Group AFSL Strength <ul><li>Manpower </li></ul><ul><li>Total head count - 867 </li></ul><ul><li> HO Operation - 67 </li></ul><ul><ul><li>Regional Managers - 8 </li></ul></ul><ul><ul><li>Location Managers - 55 </li></ul></ul><ul><ul><li>Customer Care Executive - 199 </li></ul></ul><ul><ul><li>Engineers - 437 </li></ul></ul><ul><ul><li>Support - 101 </li></ul></ul>
  26. 26. ACCEL Service Network Regional Outlook 600 Service Centers across India addressing 475 cities Region Centers Cities North 221 170 East 82 61 South 224 174 West 96 70 TOTAL 623 475 01 Central Helpdesk Centre 09 L4 BGA Repair Centres 15 Warehouses / Distribution Hubs 43 Own Centres 600 Partner Centres
  27. 27. Service Infrastructure–upto Level 3 <ul><li>Level 1, 2 & 3 Centers </li></ul><ul><li>* Anti static work place </li></ul><ul><ul><li>* Necessary tools </li></ul></ul><ul><ul><li>* Temperature Controlled Soldering Station </li></ul></ul><ul><ul><li>* Isolated Lead-free and Leaded soldering stations </li></ul></ul><ul><ul><li>* Microscope in high volume locations </li></ul></ul><ul><ul><li>* SMD rework station </li></ul></ul><ul><ul><li>* Enhanced Optics </li></ul></ul><ul><ul><li>* PCs with USB port </li></ul></ul><ul><ul><li>* Vendor specific tools </li></ul></ul>
  28. 28. Service Infrastructure – L1 & L2 view
  29. 30. Service Infrastructure – L4/BGA Repair Centres <ul><ul><li>Anti static work area with ESD tester, heel strap, wrist strap </li></ul></ul><ul><ul><li>AMD & Intel processors of different speed and type </li></ul></ul><ul><ul><li>Temperature controlled soldering station </li></ul></ul><ul><ul><li>Isolated lead-free & leaded soldering stations </li></ul></ul><ul><ul><li>SMD rework station </li></ul></ul><ul><ul><li>BGA rework stations - Fonton, Metcal, Martin, etc </li></ul></ul><ul><ul><li>Memory ,CPU, slots testers </li></ul></ul><ul><ul><li>Dummy load testers for cpu and memory </li></ul></ul><ul><ul><li>CRO & Multimeter </li></ul></ul><ul><ul><li>Principle provided special tools like data , address line testers, flash tools </li></ul></ul><ul><ul><li>& debug cards of different interface like LPT, PCI, PCI_e </li></ul></ul><ul><ul><li>Bios programmer with deferent socket type like PLCC32, SPI, TSOP </li></ul></ul><ul><ul><li>BGA re-balling jig facility </li></ul></ul><ul><ul><li>PCB pre-heating chamber </li></ul></ul><ul><ul><li>Humidity controlled component storage </li></ul></ul><ul><ul><li>Burn in test racks </li></ul></ul><ul><ul><li>Solder pot </li></ul></ul>
  30. 31. Service Infrastructure – L4 View
  31. 32. Service Infrastructure – L4 View
  32. 33. Biker pick-up & Service on wheels Service provided in metro locations Extended services for Distributors, Key Retailers Increases brand loyalty & sales Extended Services E-shopping http://e-shopping.accelwms.in For Customers / re-sellers / ASPs For sales promotion of accessories & spares Increases brand loyalty & sales
  33. 34. <ul><li>Telecom Managed Services: </li></ul><ul><li>On-Site Installation & commissioning and Operational & Maintenance of all Telecom Equipments and accessories of Telecom Network. </li></ul><ul><li>Repairs in On-site and critical repairs at High Level Repair Centres. </li></ul><ul><li>Any managed services of telecom network. </li></ul>The Road ahead…
  34. 35. Summary: Nationwide network State-of-the-art facilities Well established operations Expertise and experience across technologies Comprehensive service portfolio With Accel you are assured of the country’s most experienced warranty management team working as your own customer support interface
  35. 36. Thank You !

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