Customer delight is critical to profitable revenues in high tech, where rapidly evolving customer needs continue to impact the ability to deliver customer delight.

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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 in high tech continues to
hinder customer delight, 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
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