warehouse

1. REVAMP MOTO
AFTER SALES SERVICE
BUILDING BLOCKS
Nitin Patil
19th October 2022

2. Objective
Delivering outstanding customer service
and creating a brand that is the
consumer's first choice.

3.  SOPs & Policies
 Process Standardisation:
Raising service ticket till measuring CSAT. – Each & every operating process.
 System & Eco system:
Complete end to end service process CRM right from call registration till
closure with all modern technologies like robotic arm process & Chat bots
CSAT & NPS Inputs from customers:
Establishment of feedback mechanism to
know good practises & flows
 Contingency plan:
Replacement policy
Refurbishment SOP
Emergencies, Acts of God and Force Majuro
o Escalations and long pending calls management
o CDRF (Consumer dispute redressal fora)

4.  Overall Service Planning
 Service Strategy planning – Short Term
 Business planning for next 4 to 5 years – Long Term:
 AOPs : Annual operating business plans.
Service Operations Excellence plan
Service Marketing plan
Service Commercial plan
Service Manpower plan
Service network expansion plan, Etc.
 Field Service network planning
Direct service
Service Arrangement by Institutional Customers
Contracted service partner network.

5.  Competencies & Skill set development
 Technical training modules
 DIY Videos – On social medias and YouTube
 Technical training videos
 System Development
 Digital app facility to have health records of every vehicle.
 Facility to raise service request
 Online offering auto solution or DIY for customer
 Data security & privacy Policy preparation
 Various reports, trends and forecasts
 Dada access rights and data masking

6.  Parts Inventory & Supply Chain Management
 Classification and storage at major towns – A/B/C classification of functional &
aesthetical parts basis on failure probability and actual consumption trend
 Technical team recruitment & training
 Helped and groomed team members to gain additional skill sets to help them
professionally
 Functional Parts and accessories pricing and repair charges tariffs

7.  Performance Measurable
 Measurable SLAs
 Gross Average Response Time
 TAT – Turn around time
 Vehicle down time
 CSAT and NPS
 Warranty repair costs
 Post warranty repair income
 Individual team’s KPIs
 Ratio of physical resolution vs solved over air by using IoTs, Ais, Videos, Phone calls
 RTA* & CAP**
 Reviews and back check audits to see process adherence and performance
improvements.
 Focused and dedicated approach to improve the efficiency matrices
 Help low performer areas to drive sustainable improvements & business growth
*Root Cause Analysis
**Corrective Action Plans

8.  Revenues and costs:
 Preventive maintenance plans for In warranty and post warranty
 Warranty and operational cost optimisation measures
 Cost Planning and adherence to budgets :
 Fixed costs & Variable costs (OPEX)
 Capital costs (CAPEX)
 Data Analysis
 Various Trends and Ratio
 Troubleshooting time study and productivity reports
 Data analysis & basic business planning & decisions

9.  Rewards and recognitions for team
 Team motivation to deliver best in class service
and ensure customer loyalty.
 Creating oneness, bringing solidarity and agility in team
 Driving team to exceed expected performance
 Customer Life Cycle
Journey Management
o Referrals And Exchange
sales