3. WHAT’S THE BIG DIFFERENCE?
Same
price
range
Same
feature
list
Same
brand
appeal
50 50
The customer finds it even more
difficult to make a choice!
Most consumer companies find it
difficult to differentiate themselves
from their competitors.
5. HOW CAN COMPANIES STAND OUT?
• Better service is a strong
influencer in buying decisions
• Consumers punish brands for
poor service experiences
• Two main reasons for the
importance of service:
• Total Cost of Ownership
• Convenience
SERVICE
6. CRITICAL SERVICE CHALLENGES
• Logistics
• Shortage of Service Centres
• Selection of Service Partners
• Operating Cost of Service Centre
• Increasing staff and training cost
• Communication
• Uneven call flow
• Seasonal fluctuations of calls
• Tracking of call, fake calls
• Pick-up, Delivery & Repair
• TAT for addressing service escalations
• Dissatisfaction with service
• Poor customer handling
• Impact on sales
COMMUNICATION
REPAIR
LOGISTICS
PICKUP
DELIVERY
7. WHAT IT MEANS FOR YOU
OFFSITE SERVICE PAIN:
MARS A GREAT PRODUCT
ACTUAL TERTIARY:
YOUR TRADE CONNECT
PRODUCT ANALYTICS:
ABSENCE RESTRICTS
CUSTOMER FEEDBACK
ACTUAL SERVICE COST:
LIMIT S YOUR PARTNER
CONNECT
8. POSSIBLE SOLUTIONS
Get the PickMe competitive edge
OPTION #2OPTION #1
• Increase number of service
centres
• Undertake due diligence
• Empanel suitable service partners
• Maintain 24X7 customer service
• Manage & monitor customer
service
• Incur huge overhead & operating
cost
9. WHAT’S THE PICKME WINNING EDGE?
DOORSTEP GADGET CARE DOORSTEP SERVICE
• Pickup / Technical assistance / Drop
SERVICE NETWORK
• Associate with quality partners
• Strong focus on repair operations
• Less number of centers required
• Easy to manage call flow and TAT
• Lower dissatisfaction rate
OPTIONAL TRACKING
• Track actual tertiary
• Connect with actual user
SMART ANALYTICS
• Monitor genuine feedback/suggestions
WATCHES
CAMERAS
MOBILE PHONES
LAPTOPS
TABLETS
DATA CARDS
10.
11. 60
10
30
60
15
10
0
10
20
30
40
50
60
70
Driving Time Parking Time Waiting Time Repair Time Delivery Time Pick me Time
Mins
Total Time for Personal Visit = 2.55 Hrs
Pickme Time
10 Mins only
TIME ADVANTAGE – PERSONAL VISIT VS. PICKMEA VALUE-ADD YOUR CUSTOMER WILL VALUE!
12. 15
6.2
7.5
4
2.3
0 5 10 15 20
Car
Taxi
Auto
Bus
Pickme
INR/KM
COST ADVANTAGE – PERSONAL VISIT VS. PICKME
13. SEAMLESS PROCESS TO ENSURE
SUPERIOR CUSTOMER EXPERIENCE
1 2 3 4 5
Job no.
SMS to
client
• Creation of JOB
Sheet
• Inspection of Unit
• Scan/Collect
Documents
• Visit Authorized
Service Center
• Register Call and
collect Work
Order
Online status
update
• Collect Unit
From Service
center
• Deliver to
customer
Work Order emailed with online
tracker details
Expected delivery
date emailed to
customer
The Pickme Smart Link Process
Pickme
representative
visits the
customer
Pick-up
request
by client
6
Communication updates at each step
14. BACKED BY QUALITY & ASSURANCE
QUALITY
•Authorized service
Centers
SAFETY
•In transit
Insurance
•Special
Gadget
Carrier
bags
ASSURANCE
•Confirmation Call
•Status Updates
EFFICIENCY
•Same day
Pick Up
•Online
tracking
15. … AND
WIDESPREAD
NETWORK
Areas served by Pickme
Coming Soon
• Delhi NCR
• Mumbai
• Thane
• Bangalore
• Chandigarh
• Jaipur
• Ahmedabad
• Pune
• Chennai
• Hyderabad
• Calcutta
16. WHAT PICKME OFFERS YOU
Happier customers
• Make your brand the preferred choice
of customers
• Increase customer satisfaction
• Increase your customer stickiness
$$$
HAPPIER CUSTOMERS
HIGHER REVENUES
LOWER COSTS
Higher Revenues
• More opportunity to up-sell &
cross-sell
• Higher customer retention
Lower Costs
• Lower your overhead cost
• Focus on your core area of expertise
18. • -
PICKME READY TO SERVE
PICKME E-Solutions India Pvt. Ltd was incorporated in
Feb 2011.
It was incorporated with a vision to offer one solution -
“Bridge the gap of offsite service process” In Telecom
and IT Sector.
We have already scaled up to 250 employees within 18
– 20 centers in 4 major cities (Mumbai, Delhi, Bangalore
and Kolkata).
We plan to expand Pan India by end of FY13 – 14.
(additional 12 cities)
We will be close to 1000+ man company by end of
FY13 – 14.
We have already managed 86000 + calls in FY12 - 13
We manage monthly 12000+ calls and we have ready
infrastructure to manage 50000+ calls per month
