This document outlines a plan to revamp the after sales service for Reva Moto. It discusses establishing standard operating procedures and policies, process standardization from ticket creation to measuring customer satisfaction, implementing a CRM system using modern technologies, gathering customer feedback, contingency planning, service planning, competency development through training, parts inventory management, performance measurement, data analysis, and rewarding employees. The goal is to deliver outstanding customer service and create a brand that customers choose first.

1. REVAMP MOTO
AFTER SALES SERVICE
BUILDING BLOCKS
Nitin Patil
19th October 2022

2. Objective
Delivering outstanding customer service
and creating a brand that is the
consumer's first choice.

3.  SOPs & Policies
 Process Standardisation:
Raising service ticket till measuring CSAT. – Each & every operating process.
 System & Eco system:
Complete end to end service process CRM right from call registration till
closure with all modern technologies like robotic arm process & Chat bots
CSAT & NPS Inputs from customers:
Establishment of feedback mechanism to
know good practises & flows
 Contingency plan:
Replacement policy
Refurbishment SOP
Emergencies, Acts of God and Force Majuro
o Escalations and long pending calls management
o CDRF (Consumer dispute redressal fora)

4.  Overall Service Planning
 Service Strategy planning – Short Term
 Business planning for next 4 to 5 years – Long Term:
 AOPs : Annual operating business plans.
Service Operations Excellence plan
Service Marketing plan
Service Commercial plan
Service Manpower plan
Service network expansion plan, Etc.
 Field Service network planning
Direct service
Service Arrangement by Institutional Customers
Contracted service partner network.

5.  Competencies & Skill set development
 Technical training modules
 DIY Videos – On social medias and YouTube
 Technical training videos
 System Development
 Digital app facility to have health records of every vehicle.
 Facility to raise service request
 Online offering auto solution or DIY for customer
 Data security & privacy Policy preparation
 Various reports, trends and forecasts
 Dada access rights and data masking

6.  Parts Inventory & Supply Chain Management
 Classification and storage at major towns – A/B/C classification of functional &
aesthetical parts basis on failure probability and actual consumption trend
 Technical team recruitment & training
 Helped and groomed team members to gain additional skill sets to help them
professionally
 Functional Parts and accessories pricing and repair charges tariffs

7.  Performance Measurable
 Measurable SLAs
 Gross Average Response Time
 TAT – Turn around time
 Vehicle down time
 CSAT and NPS
 Warranty repair costs
 Post warranty repair income
 Individual team’s KPIs
 Ratio of physical resolution vs solved over air by using IoTs, Ais, Videos, Phone calls
 RTA* & CAP**
 Reviews and back check audits to see process adherence and performance
improvements.
 Focused and dedicated approach to improve the efficiency matrices
 Help low performer areas to drive sustainable improvements & business growth
*Root Cause Analysis
**Corrective Action Plans

8.  Revenues and costs:
 Preventive maintenance plans for In warranty and post warranty
 Warranty and operational cost optimisation measures
 Cost Planning and adherence to budgets :
 Fixed costs & Variable costs (OPEX)
 Capital costs (CAPEX)
 Data Analysis
 Various Trends and Ratio
 Troubleshooting time study and productivity reports
 Data analysis & basic business planning & decisions

9.  Rewards and recognitions for team
 Team motivation to deliver best in class service
and ensure customer loyalty.
 Creating oneness, bringing solidarity and agility in team
 Driving team to exceed expected performance
 Customer Life Cycle
Journey Management
o Referrals And Exchange
sales