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After Sales Service
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After sales service

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After sales service

  1. 3. Services in the Business-to-Business Market <ul><li>Two distinct groups : </li></ul><ul><li>Products supported by services </li></ul><ul><li>The wide range of service elements that accompany the physical product </li></ul><ul><li>2. Pure services </li></ul><ul><li>Those that are marketed in their own right without necessarily being associated with a physical product </li></ul>
  2. 4. <ul><li>Periodic or as required maintenance or repair of </li></ul><ul><li>equipment by its manufacturer or supplier, during </li></ul><ul><li>and after a warranty period. </li></ul><ul><li>After Sales Service is the customer support following </li></ul><ul><li>the purchase of a product or service. </li></ul><ul><li>In some cases after-sales service can be almost as </li></ul><ul><li>important as the initial purchase </li></ul>After Sales Service
  3. 5. <ul><li>Can be a major source of revenue, although it often </li></ul><ul><li>receives too little management attention. </li></ul><ul><li>Is essential for achieving customer satisfaction and good </li></ul><ul><li>long term relationship. </li></ul><ul><li>Provide a competitive advantage. </li></ul><ul><li>Play a role in increasing the success rate of new products. </li></ul>After Sales Service
  4. 6. <ul><li>The manufacturer, retailer, or service provider determines </li></ul><ul><li>what is included in any warranty (or guarantee) package. </li></ul><ul><li>After Sales Service Contract will include the duration </li></ul><ul><li>of the warranty - traditionally one year from the date </li></ul><ul><li>of purchase, but increasingly two or more years </li></ul><ul><li>maintenance and/or replacement policy, items </li></ul><ul><li>included/excluded, labor costs, and speed of response. </li></ul><ul><li>In the case of a service provider, after-sales service might </li></ul><ul><li>include additional training or helpdesk availability . </li></ul>Components Of After Sales Service
  5. 7. <ul><li>Installation </li></ul><ul><li>User Training </li></ul><ul><li>Documentation </li></ul><ul><li>Routine Maintenance & Emergency repair </li></ul><ul><li>Online Support </li></ul><ul><li>Warranty </li></ul><ul><li>Part Supply </li></ul><ul><li>Upgrades </li></ul>After Sales Services - Key Elements
  6. 8. Six Steps to Remarkable Service & Customer satisfaction <ul><li>Connect with your customer </li></ul><ul><li>Establish rapport and begin a relationship with your customer </li></ul><ul><li>2. Discover what they want </li></ul><ul><li>Asking pertinent questions and paying attention to the answers </li></ul><ul><li>3. Know what you can do </li></ul><ul><li>Choosing the customers who best fit what you can do well by </li></ul><ul><li>knowing what you do best. </li></ul><ul><li>4. Do it </li></ul><ul><li>Execute well convert your customer's wants into actions you can </li></ul><ul><li>measure </li></ul><ul><li>5. Follow-up </li></ul><ul><li>Plan a follow-up contact & do it consistently </li></ul><ul><li>6. Thank them </li></ul><ul><li>Make sure they know you are grateful for their business </li></ul>
  7. 9. After Sales Service Portfolio
  8. 10. <ul><li>Identifying customer’s support requirement </li></ul><ul><li>Design for supportability </li></ul><ul><li>Choosing/Managing distribution channels </li></ul><ul><li>Promoting support for competitive advantage </li></ul>After Sales Services - Strategies
  9. 11. <ul><li>Product Related Attributes – </li></ul><ul><li>Lifecycle, complexity, value, physical dimensions, and </li></ul><ul><li>Consumer perceptions . </li></ul><ul><li>Firm related Attributes – </li></ul><ul><li>Managerial objectives,resources,desire for control and </li></ul><ul><li>breadth of product line. </li></ul><ul><li>Market or industry related attributes – </li></ul><ul><li>Consumer preferences,geography, market size, </li></ul><ul><li>competition, nature and availability of channel intermediaries. </li></ul>After Sales Services - Strategy Variables
  10. 12. <ul><li>Competitive Advantage </li></ul><ul><li>Differentiation (Product & Services) </li></ul><ul><li>Customer Satisfaction </li></ul><ul><li>Customer Retention </li></ul><ul><li>Customer Relationship </li></ul><ul><li>Customer Loyalty </li></ul><ul><li>Increase in Profit </li></ul><ul><li>Increase in Growth </li></ul>After Sales Services - Advantages
  11. 13. <ul><ul><li>Products are now more complex and, therefore, more </li></ul></ul><ul><ul><li>service sensitive. </li></ul></ul><ul><ul><li>Greater customer awareness of rights regarding warranty </li></ul></ul><ul><ul><li>servicing. </li></ul></ul><ul><ul><li>Inflationary pressures creating greater sensitivity to repair </li></ul></ul><ul><ul><li>costs. </li></ul></ul><ul><ul><li>Decline in product consistency as well as instances of poor </li></ul></ul><ul><ul><li>design </li></ul></ul><ul><ul><li>Inexperienced and unqualified personnel maintaining and </li></ul></ul><ul><ul><li>servicing products. </li></ul></ul><ul><ul><li>Increased incidents of product misuse by the customer. </li></ul></ul>After Sales Service - Challenges
  12. 14. After Market Services Honeywell Building Solutions CASE STUDY
  13. 15. Honeywell International Inc. <ul><li>Global technology and manufacturing conglomerate with 2005 sales of US$ 31 billion </li></ul><ul><li>120 years of operation – being continually enriched by 125,000 employees in 108 countries worldwide </li></ul><ul><li>Fortune 100 company and part of the Dow Jones index of industrial companies </li></ul><ul><li>Four Strategic Business Groups - </li></ul><ul><ul><li>Automation & Control Systems </li></ul></ul><ul><ul><li>Aerospace </li></ul></ul><ul><ul><li>Specialty Materials </li></ul></ul><ul><ul><li>Transportation Systems </li></ul></ul>
  14. 16. After Market Services <ul><li>First, one-of-its-kind dedicated services organization in the building automation industry in the country </li></ul><ul><li>Technically skilled team of more than 100 service professionals </li></ul><ul><li>Local support through 10 regional offices </li></ul><ul><li>The industry’s most extensive suite of services, customized to optimize your building’s performance </li></ul><ul><li>Core benefits </li></ul><ul><li>Minimizing breakdowns that lead to costly emergency repairs </li></ul><ul><li>Reduce business disruptions caused by downtimes </li></ul><ul><li>Demonstrate proof of compliance to all your stakeholders (internal & external) on equipment, codes, policies, procedures and regulations </li></ul><ul><li>Extend equipment life </li></ul><ul><ul><li>… and most importantly allow you to deliver to your stakeholders an environment that is safe, secure and comfortable </li></ul></ul>
  15. 17. After Market Services <ul><li>Core benefits </li></ul><ul><li>Minimizing breakdowns that lead to costly emergency repairs </li></ul><ul><li>Reduce business disruptions caused by downtimes </li></ul><ul><li>Demonstrate proof of compliance to all your stakeholders (internal & external) on equipment, codes, policies, procedures and regulations </li></ul><ul><li>Extend equipment life </li></ul><ul><ul><li>… and most importantly allow you to deliver to your stakeholders an environment that is safe, secure and comfortable </li></ul></ul>
  16. 18. After Market Services <ul><li>Core benefits </li></ul><ul><li>Minimizing breakdowns that lead to costly emergency repairs </li></ul><ul><li>Reduce business disruptions caused by downtimes </li></ul><ul><li>Demonstrate proof of compliance to all your stakeholders (internal & external) on equipment, codes, policies, procedures and regulations </li></ul><ul><li>Extend equipment life </li></ul><ul><ul><li>… and most importantly allow you to deliver to your stakeholders an environment that is safe, secure and comfortable </li></ul></ul>
  17. 19. An Elaborate Customer Contact - Mechanism <ul><li>24 X 7, Global Service Response Center to process your service requests 365 days a year without exception </li></ul><ul><li>You can also reach us at [email_address] </li></ul><ul><li>HBS Quicklink – a desktop application to </li></ul><ul><ul><li>Log Service Requests </li></ul></ul><ul><ul><li>Track Service Progress </li></ul></ul><ul><ul><li>Automatically record service response and resolution </li></ul></ul><ul><ul><li>times – our SLA metrics </li></ul></ul><ul><ul><li>Log Health, Safety & Environment (HSE) incidents </li></ul></ul>
  18. 20. Honeywell Comprehensive AMC <ul><li>Service 360° provides </li></ul><ul><li>A holistic approach towards building services spanning Building Management Systems, Fire Detection Systems and Security Systems </li></ul><ul><li>Includes parts management services to hold spares inventory in regions </li></ul><ul><li>Preventive Maintenance Service – periodic maintenance activities to prolong system life </li></ul><ul><li>Corrective Maintenance Service for breakdown maintenance support </li></ul><ul><li>Service Level Agreement </li></ul><ul><ul><li>Response Time: 4 hours </li></ul></ul><ul><ul><li>Resolution Time: 48 hours </li></ul></ul>
  19. 21. <ul><li>Service 180° provides </li></ul><ul><li>A holistic approach towards building services spanning Building Management Systems, Fire Detection Systems and Security Systems </li></ul><ul><li>Compliance with budgetary constraints while providing the same peace of mind that Service 360° delivers </li></ul><ul><li>Preventive Maintenance Service – periodic maintenance activities to prolong system life </li></ul><ul><li>Corrective Maintenance Service for breakdown </li></ul><ul><li>maintenance support </li></ul><ul><li>Service Level Agreement </li></ul><ul><ul><li>Response Time: 12 hours </li></ul></ul><ul><ul><li>Resolution Time: 72 hours </li></ul></ul>Honeywell Non-Comprehensive AMC
  20. 22. Field Automation Service Technology (FAST )
  21. 23. Service Edge - key elements <ul><li>Key elements of the Service Edge programme are: </li></ul><ul><ul><li>Centralised customer care (GCCC) </li></ul></ul><ul><ul><li>Global service process </li></ul></ul><ul><ul><li>Global service management system (FXSC) </li></ul></ul><ul><ul><li>Field Automation Service Technology Tool </li></ul></ul><ul><ul><li>(FAST Tool) </li></ul></ul>
  22. 24. Service Management System Customer GCCC Technician Request for Service Dispatch Technician ( s ) Local Admin Admin Review Work Order Arrive By Date : ( Planned ) Create Date + Arrival SLA Work Order Completed At Job Site Date ( Actual ) Work Order Closed Time to Invoice Work Order Creation Request Signature A fool proof end to end network to be in touch with our customers
  23. 25. <ul><li>Investment protection – extended life of capital investment </li></ul><ul><li>Single source accountability </li></ul><ul><li>Reduces tools, materials and parts costs </li></ul><ul><li>Provides for a fixed annual fee which can be easily planned in your operating budget </li></ul><ul><li>Minimizes equipment repairs and emergency service calls </li></ul><ul><li>Constant availability of Honeywell resources </li></ul><ul><li>Value added services – training, audits, compliance conformance </li></ul><ul><li>Personnel development services through training </li></ul>Benefits of Honeywell AMCs
  24. 26. CASE STUDY
  25. 27. <ul><ul><ul><li>Post Sales Product Support </li></ul></ul></ul><ul><ul><ul><li>Maintenance Service </li></ul></ul></ul><ul><ul><ul><li>Professional Service </li></ul></ul></ul><ul><ul><ul><li>Training and education Service </li></ul></ul></ul>Services
  26. 28. Customer Support Helpdesk <ul><li>Single point of support for customers </li></ul><ul><li>8x5 Toll free access support operations </li></ul><ul><li>L2 & L3 telephonic technical call-back support </li></ul><ul><li>Software upgrades </li></ul><ul><li>Advance hardware replacement </li></ul><ul><li>AMC support </li></ul><ul><ul><li>Support Helpdesk is the focal point for all customer activity </li></ul></ul>
  27. 29. Three Support Levels <ul><li>Non-Technical </li></ul><ul><li>Call screening and information gathering </li></ul><ul><li>Service contract entitlement </li></ul><ul><li>Incident creation </li></ul><ul><li>Call routing based on product and service level </li></ul><ul><li>Escalation Support Team </li></ul><ul><ul><li>Includes a Cisco product specialist, escalation engineer, and design center engineer </li></ul></ul><ul><ul><li>They isolate product defects, configuration or environmental issues and create solutions </li></ul></ul><ul><ul><li>Do site visits when required </li></ul></ul><ul><li>Technical Support Product Specialist </li></ul><ul><ul><li>Fault isolation based on problem, operation and configuration analysis </li></ul></ul><ul><ul><li>Replicates the problem in the lab </li></ul></ul><ul><ul><li>Recommends solutions or workarounds </li></ul></ul><ul><ul><li>Publishes new solutions in Knowledgebase </li></ul></ul>L1 L2 L3
  28. 30. Maintenance Services Overview (Contracts) SLA 8x5xNBDS Maintenance Onsite Engineering Assistance Advance Hardware Replacement Technical Telephone Support Software Upgrades Web Services Guardian      Express     Software Upgrades   Software Application Support   
  29. 31. Customer Engagement Model Consulting & Design Implementation & Integration Support & Maintenance Audit & Reengineering Understand the business requirements Define the functional architecture Define the technology architecture High-level design Short-term & Long-term Strategy RFP Specifications & Product Evaluation High-level estimates & Project Plan Coordination for Purchase & Logistics Environment assessment & Site Preparation Plan Detailed Integration Plan Test Plan & Acceptance Criteria System Implementation & Configuration Mgmt. System Integration & Testing System Acceptance & User Acceptance Tests Training & Documentation SLA Framework for Support & Maintenance Helpdesk Support Preventive Maintenance Warranty & Maintenance Agreement Mgmt. IMAC Support Level-2/3 Support Performance Reporting Trend Analysis Consulting on Capacity Planning, DRP, Feature Enhancement Due Diligence & Information Baseline Understand & Map Current set of Processes Understand business requirements Identify Gaps & Pain points Identify Process Reengineering, Technology Refresh options Identify Best Practice Recommendations Define Improvements & Changes Estimates & Benefits Analysis High-level Plan for Implementation
  30. 32. Thank You
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