TOSHIBA Service Process & Infrastructure. 2015, Toshiba India Private Limited 1

Transcription

1 TOSHIBA Service Process & Infrastructure 2015, Toshiba India Private Limited 1

2 Service Operations Flow Customer SW/HW* Hardware Dispatched to ASP # Problem Call Resolution Over Call Call Center for Diagnostics & Onsite Repair Call attended by ASP Call Closed By ASP Diagnostics & Resolution at Customer Site Part Request In Online system Customer Satisfaction Measurement Good part dispatch Defective part return W/H Control & Analysis Service level monitoring Performance Analysis Service Contract Management 2015, Toshiba India Private Limited 2 *HW: Hardware SW : Software #ASP : Authorized Service Provider

3 Call Centre - Infrastructure and Performance Call Centre Co-ordinates Warranty Registration Toll Free No & Toll No Call Centre operation hours: 8 AM till 8 PM Monday to Saturday Dedicated support enterprisesupport@toshiba-india.com Web-base Call Logging Sales Support Escalation Management Services Managed by Call Centre Call Logging & Routing to ASPs Handling Enterprise Support Call Center Performance Calls Picked in 30 Seconds 90%+ Less than 5% Abandon Rate Response to queries with in 2 Hrs. More than 40% Remote resolutions of calls Dedicated Team lead & Manager to resolve customer grievance. Remote Resolve Online Technical Support 2015, Toshiba India Private Limited 3

4 CRM (Customer Relationship Management Tool) Toshiba s own developed Service Management System End To End Tracking With Time Stamp Capturing Key Features Of CRM Call Center Module ASP Module Spares & Warehouse Module VIP Customer Marking End to End Tracking Customer Survey Time Stamp Capturing Admin & Reporting 2015, Toshiba India Private Limited 4

5 Onsite Network Coverage ASP 496 Onsite Locations & 113 Service Centre covering all States & Union Territories Service Center Service Onsite location As on Dec Onsite Location Region-wise Break-up North East East North South West West South ASP Location 2015, Toshiba India Private Limited 5 ASP : Authorized service Partner 5

6 Service Warehouse Network & Support 13 Warehouses Across India Jaipur Delhi Dehradun Noida Patna 1 Main Warehouse and 12 hub-and-spoke Warehouse across India to ensure fast delivery of parts to customer. Indore Kolkatta For States which doesn t have a local Warehouse, parts are directly shipped from main Warehouses. Mumbai Bengaluru Chennai Bhubaneswar Hyderabad Main Warehouse Hub & spoke Warehouse In addition to the parts inventory at Warehouse, Buffer parts are kept at various ASP locations to ensure faster resolution. Companies like Blue-dart, FedEx, Spot-On are our logistic partners Kochi As on Jan , Toshiba India Private Limited 6

7 Engineer s Skill Enhancement Activities Technically qualified engineers at Authorized service providers(asp). Class room hands-on trainings on new products. Need based customized programs Weekly conference call with engineers for updates & technical issues. Direct support from technical expert at head office Updates and information mailers to engineers 2015, Toshiba India Private Limited 7

8 Support Commitments & Survey Standard Call Response: Calls logged before pm: Same day Calls logged after pm: Next business day. Above service level is applicable only for locations (city/town) where Toshiba Authorized Service providers ( ASP s ) are available. Standard Call Resolution: 85% call closure in 3 Business Days. Customer Satisfaction Survey : Net Promoter Score (NPS) Methodology Based on the NPS Methodology, we ask customer following 3 questions 1 st Question: Based on your repair experience how likely are you to recommend Toshiba to a friend or colleague? Please score from 0 to 10. Zero means never recommend. 10 is will surely recommend 2 nd Question: What is the primal reason you score so? Please chose from the following 5 options. 1.Repair Speed. 2.Call Center response speed. 3. Call Center Communication Quality 4. Service technician technical skills. 5. Service technician communication skills 2015, Toshiba India Private Limited 3 rd Question: 8

9 Value Added Services 2015, Toshiba India Private Limited 9

10 Service Camps Service camp for customer s with minimum 50 laptops at one location Proactive service camps & issue resolutions covering : Preventive Maintenance BIOS Upgrade Performance Fine Tuning Storage Management Cleaning Any Other Specific Requirement from Customer or IT Team 2015, Toshiba India Private Limited 10

11 Service Offering 4 th & 5 th Year extended Support Accidental Protection Support HDD Retention Support Complete control of your confidential Data NBD Resolution (Next Business Day) Quick Response and Fast Resolution by Next business day Genuine Spares & Accessories 2015, Toshiba India Private Limited 11

12 Service Offering 2015, Toshiba India Private Limited

13 Your service is Quick & Mr. Vicky is a Quick Technician From: LARSEN & TOUBRO We appreciate Mr. Sunil on attending the complaint & I am very happy with the service From: M/s SURAJ MANI ENGINEER PVT. LTD Have logged two complaint from TOI, and found quick revert from Mr. Koustav. Also I appreciate fast action taken by you all, even on the occasion of Holiday (EID) From: TIMES OF INDIA We highly appreciate for all your support for our problems with Toshiba Laptop, and, your professional approach FROM: KHAITAN & CO. I am using TOSHIBA laptops since many years. I was facing un-stability problem since yesterday. I approached call center (Intarvo) at 10 am and by 1 pm the issue was resolved FROM: NIVEDITA (Customer) Really appreciate the efforts of Toshiba Service team. I was not in my Head Quarter Mumbai. I am in Delhi for official purpose and due to problem in Motherboard of my Laptop, I was really disturbed, but due to timely cooperation, my laptop was restored in shortest possible time which helped me perform my official work smoothly. We generate a complaint on 17 th November 15 and it was resolved on 19 th November 15. We are very happy with the service and engineer FROM: METAL ONE CORPORATION INDIA PVT. LTD. FROM: TATA POWER COMPANY 2015, Toshiba India Private Limited

14 Contd. I take this opportunity to put in record a good job done by Anurag and Toshiba Team which will go a long way to help our mutually beneficial relationship. FROM: LANDISGYR. A big & special thanks to Amalan for his support and efforts on Applied Materials requests. Your team provide wonderful support in all cases and maintaining 9+ ratings in satisfaction zone and also provides quick backup support on crucial times. FROM: APPLIED MATERIALS I really appreciate your efforts in fixing my Laptop issue. I thank you for clearing all my doubts about the issue and settings for normal use of an electronic device as laptop. I really felt that my issue was dealt by the appropriate hands and intelligent minds. Wishing you good luck with your job, I give you 10 out of 10 points. GOOD LUCK!! FROM: SANDEEP VUDDANTI (Customer) I am extremely satisfied by the support of your team to get my laptop service done. Mr. Naveen who took my complaint and Service Engineer Mr. Sinoh who attended my complaint have very good knowledge of their job and they deserve the maximum appreciation, your staff is not only good in their jobs but also in their conduct. I wish them the best and a great ear ahead. FROM: MARBLE CENTER INTERNATIONAL PVT. LTD. We take this opportunity to thank Mr. Uttam from M/s Toshiba for rendering the service back-up in our pressure hook-up situation. His quality of service, response to our call, professional approach deserves great appreciation. FROM: BHARATHESH (Customer). 2015, Toshiba India Private Limited

15 Easy Escalation Matrix Level 1 : Enterprise Support Call Center Contact Details : (Toll Free) enterprisesupport@toshiba-india.com Monday To Saturday (8am~8pm) Level 2 : Account Manager NORTH: Anurag Gupta I anurag.gupta@toshiba-india.com SOUTH: Sushil Sharma I Sushil.sharma@toshiba-india.com EAST: Bhaskar Sen I bhaskar.sen@toshiba-india.com WEST: Rakesh Handoo I rakesh.hando@toshiba-india.com Level 3 : Head of Service Delivery P.K. Govindan pkgnair@toshiba-india.com Level 4 : Head of Service Maneesh Koul (All India) maneesh.koul@toshiba-india.com 2015, Toshiba India Private Limited 15

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