End to end 'customer service management' for high tech clients across channels can be enhanced through intelligent aftermarket services and product returns support operations.

1. DESIGN • TRANSFORM • RUN 1© 2015 Copyright Genpact. All Rights Reserved. 1
Product support
 Pre-sales/sales support
 Post sales support
 Aftermarket services
(AMS)
 Product returns
Customer facing operation
End to end “customer service management” across channels through intelligent aftermarket services and
product returns support operations
ISC / field
engineer
Parts
supply
Warehouse /
LSP
Repair processing
center
Backend enabling operation
Field service support
Returns management
Parts fulfillment
 Field and parts support –
end to end transaction
processing
 End to end reverse logistics
management
LSP: Logistics Service Provider
Smart processes (SEP
SM
)
and domain expertise
Data to insight
analytics
Integrated technology
Backend analytics data
fed in to knowledge
management
High tech service support portfolio that effectively integrates
front-end customer processes with back-end fulfillment
Service Support ► Solution ► Portfolio
Coordination with external entities