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Creating Intelligent Enterprises with Unified Aftermarket Services by Tavant Technologies

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This presentation was presented by Rohit Lohan of Tavant Technologies at the Warranty Chain Management Conference 2013. This talks about how to improve customer experience by integrating customer service, service contracts, fleet management and warranty.

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Creating Intelligent Enterprises with Unified Aftermarket Services by Tavant Technologies

  1. 1. > Creating Intelligent Enterprises with Unified Aftermarket Services Improve Customer Experience by Integrating Customer Service, Service Contracts, Fleet Management and Warranty PEOPLE. PASSION. EXCELLENCE.
  2. 2. Dedicated Warranty Service/Repair Channel Extended Aftermarket Parts & Warranty AccessoriesService/Maintenance Product Training Contracts Fleet Management Used Equipment Product Support Customer Feedback/Surveys Aftermarket Service Tavant Proprietary & Confidential
  3. 3. > Different teams are Warranty managing these functions > Different goals > Companies are using Extended different systems Warranty > Processes are not alignedService/Maintenance Key Issues: Contracts > Different processes > Different systems > Resource overhead Fleet Management > Inconsistencies in customer handling > Operational Product Support inefficiencies > Higher operation costs Tavant Proprietary & Confidential
  4. 4. Warranty Claims Warranty Recall Supplier Parts ReturnManagement Registration Campaigns Recovery > People > Process > IT Systems > Logistical Support > Business Knowledge Tavant Proprietary & Confidential
  5. 5. Extended Warranty Extended Extended Claims Warranty Warranty Warranty Management Registration Purchase PricingVery similar to standard warranty operationsRisk is too high if sales or marketing controls itSeparate entity- higher operational costs> People> Process> IT Systems> Logistical Support> Business Knowledge Tavant Proprietary & Confidential
  6. 6. Service/Maintenance Contracts Contract Service Repair Claims Customer Pricing, sale Request Quotes Management Invoicing and SetupVery similar to standard warranty and extended warranty operationsRisk is too high if sales or marketing controls itSeparate entity- higher operational costsWarranty input can optimize your maintenance contract cost and profits> People> Process> IT Systems> Logistical Support> Business Knowledge Tavant Proprietary & Confidential
  7. 7. Fleet Management ClaimsContract Service Repair Customer Fleet Manage Setup Request Quotes Invoicing Analysis mentVery similar to service contract operationsSeparate entity- higher operational costsWarranty feedback is critical for fleet operations> People> Process> IT Systems> Logistical Support> Business Knowledge Tavant Proprietary & Confidential
  8. 8. Customer Service/Product Support Service Service Work Order Service CRM Knowledge Request Management BaseSingle point of contact for customers for warranty, service, productinformation etc.> People> Process> IT Systems> Logistical Support> Business Knowledge Tavant Proprietary & Confidential
  9. 9. Customer Feedback/ Surveys ProductWarranty Business Process Support Workflow Warranty People/Resources Registration Operational Logistics Service Requests Customers Analytics Claim ProcessingExtended ServiceWarranty Contracts Contract Setup Repair Quotes Contract Setup Fleet Service Requests Management Customer invoicing Repair Quotes Common Components Tavant Proprietary & Confidential
  10. 10. Path to Continued Success Tavant Proprietary & Confidential
  11. 11. Benefits of Unified OperationsOne after market department will improve operational efficiencyProvide one touch point to valued customers for all their aftermarket service interactionsInitiate Product and Process Improvements based on larger aftermarket data set for jointimprovement initiativesImprove Aftermarket Services Profitability based on combined historical data and analysis, lower costof operations etc.Data collected from different processes like fleet, maintenance contract, warranty can be used toimprove product quality and customer serviceImprove supplier recovery using additional information from other functions like extended warrantyand fleet operationsLower system setup and maintenance costCross functional employee base for better resource managementImproved customer satisfaction from consolidated aftermarket operations Tavant Proprietary & Confidential
  12. 12. > Thank You! PEOPLE. PASSION. EXCELLENCE.

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