An integrated service approach can improve customer satisfaction, reduce costs, and drive revenue growth for product support. The document outlines several key areas of product support - including parts management, service fulfillment, returns processing, and contact center support - that can benefit from remote diagnostics, improved inventory management, end-to-end issue resolution, and self-service options to reduce costs and improve customer experience. This enhanced service-led approach provides a comprehensive solution for high-tech product support.

1. DESIGN • TRANSFORM • RUN 1© 2015 Copyright Genpact. All Rights Reserved. 1
Customer
satisfaction
Cost
reduction
Revenue
growth
Warranty
management
Service
fulfilment
Parts
Management
Service
invoicing and
reporting
Product
returns and
refurbishing
Service
request mgt./
contact center
• Comprehensive parts planning to reduce field
visits
• Improved parts inventory management
• Remote diagnostics / stronger knowledge base to
reduce “no trouble found” returns
• Reduce costs of managing returns
• Improve call center satisfaction
• End to end issue resolution – call center and
field service center
• Ensure on time service fulfillment
• Improved tat for product returns
• Increase in first call resolution (FCR)
• Improve self service by introducing
self help portals
• Automate resolution of commonly
occurring issues
• Cross sell / upsell
• Monetize out of scope calls
• Out of warranty revenue expansion through
visibility enhancement
• Returns remarketing / e-auctions administration
Product support
(traditional approach)
Enhanced “service support” view
An integrated service led approach to high tech product
support drives customer delight and profitability
Service Support ► Solution ► Approach