Kapil Singh 52
Joe Augustine 38
Shahzad Khan 24
Jwala Nayak 41
Kapil Mhatre 34
Gaurav Taishete 53
Presented by:
Services in the Business-to-Business Market
Two distinct groups :
1. Products supported by services
The wide range of service elements that accompany the physical product
2. Pure services
Those that are marketed in their own right without necessarily being associated with a physical product
Periodic or as required maintenance or repair of equipment by its manufacturer or supplier, during and after a warranty period.
After Sales Service is the customer support following the purchase of a product or service.
In some cases after-sales service can be almost as important as the initial purchase
After Sales Service
Can be a major source of revenue, although it often receives too little management attention.
Is essential for achieving customer satisfaction and good long term relationship.
Provide a competitive advantage.
Play a role in increasing the success rate of new products.
After Sales Service
The manufacturer, retailer, or service provider determines what is included in any warranty (or guarantee) package.
After Sales Service Contract will include the duration of the warranty - traditionally one year from the date of purchase, but increasingly two or more years maintenance and/or replacement policy, items included/excluded, labor costs, and speed of response.
In the case of a service provider, after-sales service might include additional training or helpdesk availability .
Components Of After Sales Service
Installation
User Training
Documentation
Routine Maintenance & Emergency repair
Online Support
Warranty
Part Supply
Upgrades
After Sales Services - Key Elements
Six Steps to Remarkable Service & Customer satisfaction1. Connect with your customer
Establish rapport and begin a relationship with your customer
2. Discover what they want Asking pertinent questions and paying attention to the
answers 3. Know what you can do Choosing the customers who best fit what you can do
well by knowing what you do best. 4. Do it Execute well convert your customer's wants into actions
you can measure 5. Follow-up Plan a follow-up contact & do it consistently 6. Thank them Make sure they know you are grateful for their business
After Sales Service Portfolio
Identifying customer’s support requirement
Design for supportability
Choosing/Managing distribution channels
Promoting support for competitive advantage
After Sales Services - Strategies
Product Related Attributes – Lifecycle, complexity, value, physical dimensions, and Consumer perceptions .
Firm related Attributes – Managerial objectives,resources,desire for control and breadth of product line.
Market or industry related attributes – Consumer preferences,geography, market size, competition, nature and availability of channel intermediaries.
After Sales Services - Strategy Variables
Competitive Advantage
Differentiation (Product & Services)
Customer Satisfaction
Customer Retention
Customer Relationship
Customer Loyalty
Increase in Profit
Increase in Growth
After Sales Services - Advantages
Products are now more complex and, therefore, more service sensitive.
Greater customer awareness of rights regarding warranty servicing.
Inflationary pressures creating greater sensitivity to repair costs.
Decline in product consistency as well as instances of poor design
Inexperienced and unqualified personnel maintaining and servicing products.
Increased incidents of product misuse by the customer.
After Sales Service - Challenges
After Market ServicesHoneywell Building Solutions
CASE STUDY
Honeywell International Inc.
• Global technology and manufacturing conglomerate with 2008 sales of US$ 40 billion
• 120 years of operation – being continually enriched by 125,000 employees in 108 countries worldwide
• Fortune 100 company and part of the Dow Jones index of industrial companies
• Four Strategic Business Groups -
Automation & Control Systems
Aerospace
Specialty Materials
Transportation Systems
Our Focus is on Supporting our Customers
Leverage World-Class Honeywell Service Solutions
Improve the operation of your facility
Ensure ongoing effectiveness of overall system operation
Enhance profitability by better managing your risk
Improve occupant satisfaction and safety
Reduce your expenses and resources
Uptime
Operating Costs
Comfort
Regulatory Compliance
After Market Services
• First, one-of-its-kind dedicated services organization in the
building automation industry in the country
• Technically skilled team of more than 100 service
professionals
• Local support through 10 regional offices
• The industry’s most extensive suite of services, customized
to optimize your building’s performance
After Market Services
Core benefits
• Minimizing breakdowns that lead to costly emergency repairs
• Reduce business disruptions caused by downtimes
• Demonstrate proof of compliance to all your stakeholders
(internal & external) on equipment, codes, policies,
procedures and regulations
• Extend equipment life
…and most importantly allow you to deliver to your
stakeholders an environment that is safe, secure and
comfortable
SCOPE OF SERVICES
System Related Services
Building Automation System ServicesFire Automation System Services
Security Automation System Services
Scope Related Services
Service 360° - Honeywell Comprehensive A M C
Service 180° - Honeywell Non-Comprehensive A M C
Service Select – Honeywell Flexible Offering
Warranty Shield – Honeywell Warranty Support
Service On Board – Honeywell Operations Contract
Service EMpower – Honeywell Utilities, Operations & Maintenance Services
Honeywell Comprehensive AMC
Service 360° provides
• A holistic approach towards building services spanning Building Management Systems, Fire Detection Systems and Security Systems
• Includes parts management services to hold spares inventory in regions
• Preventive Maintenance Service – periodic maintenance activities to prolong system life
• Corrective Maintenance Service for breakdown maintenance support
• Service Level Agreement– Response Time: 4 hours– Resolution Time: 48 hours
Honeywell Non-Comprehensive AMC
Service 180° provides
• A holistic approach towards building services spanning Building Management Systems, Fire Detection Systems and Security Systems
• Compliance with budgetary constraints while providing the same peace of mind that Service 360° delivers
• Preventive Maintenance Service – periodic maintenance activities to prolong system life
• Corrective Maintenance Service for breakdown• maintenance support• Service Level Agreement
– Response Time: 12 hours– Resolution Time: 72 hours
An Elaborate Customer Contact - Mechanism
• 24 X 7, Global Service Response Center to process your service requests 365
days a year without exception
• You can also reach us at [email protected]
• HBS Quicklink – a desktop application to
Log Service Requests
Track Service Progress
Automatically record service response and resolution
times – our SLA metrics
Log Health, Safety & Environment (HSE) incidents
Field Automation Service Technology (FAST)
Service Edge - key elements
Key elements of the Service Edge programme are:
– Centralised customer care (GCCC)
– Global service process
– Global service management system (FXSC)
– Field Automation Service Technology Tool (FAST Tool)
Service Management SystemCustomer
GCCC Technician
Request forService
DispatchTechnician (s)
Local Admin
Admin ReviewWork Order
Arrive By Date:(Planned)
Create Date + Arrival SLA
Work OrderCompleted
At Job Site Date(Actual)
Work OrderClosed
Time to Invoice
Work OrderCreation
Request Signature
A fool proof end to end network to be in touch with our customers
• Investment protection – extended life of capital investment
• Single source accountability
• Reduces tools, materials and parts costs
• Provides for a fixed annual fee which can be easily planned in your
operating budget
• Minimizes equipment repairs and emergency service calls
• Constant availability of Honeywell resources
• Value added services – training, audits, compliance conformance
• Personnel development services through training
Benefits of Honeywell AMCs
CASE STUDY
Post Sales Product SupportPost Sales Product Support
Maintenance ServiceMaintenance Service
Professional ServiceProfessional Service
Training and education Service Training and education Service
ServicesServices
Customer Support HelpdeskCustomer Support Helpdesk
Single point of support for customersSingle point of support for customers
• 8x5 Toll free access support operations8x5 Toll free access support operations• L2 & L3 telephonic technical call-back supportL2 & L3 telephonic technical call-back support• Software upgradesSoftware upgrades• Advance hardware replacementAdvance hardware replacement• AMC supportAMC support
Support Support HelpdeskHelpdesk is the focal point for all customer activity is the focal point for all customer activity
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Escalation Support Team
Includes a Cisco product specialist, escalation engineer, and design center engineer
They isolate product defects, configuration or environmental issues and create solutions
Do site visits when required
Three Support Levels
Non-TechnicalCall screening and information gathering
Service contract entitlementIncident creation
Call routing based on product and service level
Technical Support Product Specialist
Fault isolation based on problem, operation and configuration analysis
Replicates the problem in the lab
Recommends solutions or workarounds
Publishes new solutions in Knowledgebase
L1
L2
L3
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Maintenance Services Overview (Contracts)
Maintenance
Onsite Engineering Assistance
Advance Hardware
Replacement
Technical Telephone
Support
Software Upgrades
Web Services
Guardian Express Software Upgrades Software
Application Support
SLASLA8x5xNBDS8x5xNBDS
Customer Engagement Model
Consulting & DesignConsulting & Design
Implementation & Integration Implementation & Integration
Support & MaintenanceSupport & Maintenance
Audit & ReengineeringAudit & Reengineering
Understand the business requirementsUnderstand the business requirements
Define the functional architectureDefine the functional architecture
Define the technology architectureDefine the technology architecture
High-level designHigh-level design
Short-term & Long-term StrategyShort-term & Long-term Strategy
RFP Specifications & Product EvaluationRFP Specifications & Product Evaluation
High-level estimates &Project PlanHigh-level estimates &Project Plan
Coordination for Purchase & LogisticsCoordination for Purchase & Logistics
Environment assessment & Site Preparation PlanEnvironment assessment & Site Preparation Plan
Detailed Integration PlanDetailed Integration Plan
Test Plan & Acceptance CriteriaTest Plan & Acceptance Criteria
System Implementation & Configuration Mgmt.System Implementation & Configuration Mgmt.
System Integration & TestingSystem Integration & Testing
System Acceptance & User Acceptance TestsSystem Acceptance & User Acceptance Tests
Training & DocumentationTraining & Documentation
SLA Framework forSupport & MaintenanceSLA Framework forSupport & Maintenance
Helpdesk SupportPreventive MaintenanceHelpdesk SupportPreventive Maintenance
Warranty & Maintenance Agreement Mgmt.Warranty & Maintenance Agreement Mgmt.
IMAC SupportLevel-2/3 SupportIMAC SupportLevel-2/3 Support
Performance ReportingTrend AnalysisPerformance ReportingTrend Analysis
Consulting on Capacity Planning, DRP, Feature Enhancement
Consulting on Capacity Planning, DRP, Feature Enhancement
Due Diligence & Information BaselineDue Diligence & Information Baseline
Understand & Map Current set of ProcessesUnderstand & Map Current set of Processes
Understand business requirementsIdentify Gaps & Pain points
Understand business requirementsIdentify Gaps & Pain points
Identify Process Reengineering,Technology Refresh options
Identify Process Reengineering,Technology Refresh options
Identify Best Practice RecommendationsIdentify Best Practice Recommendations
Define Improvements & ChangesDefine Improvements & Changes
Estimates & Benefits AnalysisEstimates & Benefits Analysis
High-level Plan for ImplementationHigh-level Plan for Implementation
Thank You