Improve service profitability and reduce product-return costs with best-in-class customer support

Transcription

1 Solution Overview Generating customer satisfaction Impact Improve service profitability and reduce product-return costs with best-in-class customer support Consumer electronics manufacturers today face the key challenge of effectively managing the twin objectives of costs and revenue generation through a customer service and retention strategy. PROCESS ANALYTICS TECHNOLOGY

2 Seamlessly integrating customer-facing processes can enable intelligent servicing across multiple channels of customer interaction, improving not only efficiency but also impacting customer experience positively. Consumer electronics manufacturers face the following key challenges: 1 Service fulfillment inefficiencies that lead to cost overruns support, manufacturers lose out on a captive revenue stream due to the lack of visibility and control. Only one in four manufacturers receives out-of-warranty repair revenues from ASCs for such transactions Inadequate coordination between customer services, field services, parts fulfillment, and reverse logistics functions has resulted in up to 30% higher costs for servicing. This is primarily due to the increased manual effort in integrating customer information across all touch points for the effective resolution of customer requests. High product returns are a drag on profitability Product returns account for as much as 8% of customer sales, while organizations spend an additional 5 6% of sales on managing returns. Increasingly liberal return policies in today s competitive market further accentuate the problem. As much as 70% of these returns can be reported as no trouble found, which, if effectively managed, can reduce costs while improving customer satisfaction. Recovering value from the returned products is a vital process improvement strategy. Customers expect engagement, not interaction A lack of timely and proper resolution, multiple follow-ups, and limited visibility regarding the status of service requests result in negative customer experiences. Revenue loss on out-of-warranty support When customers directly approach authorized service centers (ASCs) for out-of-warranty An integrated solution influencing multiple impact areas A combination of integrated customer issue-resolution processes, advanced metrics measurement frameworks and analytics, and focused process-driven technology can transform operations for consumer electronics manufacturers, leading to reduced service costs. Process A scientifically designed process seamlessly integrates four different components that are currently sub-optimally managed in silos by most organizations: Product support Includes effective multi-channel pre-sales support, order management, and technical product support Field service support Enables field engineers to maximize the wrench/repair time through support for activities such as debriefing, field scheduling, dispatch creation, and tool sourcing Parts fulfillment support Enables the right part to be moved to the right place by supporting activities such as back-order follow up and shipment tracking, and it handles crucial functions, such as parts planning and forecasting Returns management Enables intelligent screening and reduction of returns using an analytics-driven knowledge-management engine and manages the entire reverse-logistics cycle for returned products in a cost-effective manner GENPACT Solution Overview 2

3 Our Knowledge Management experts would help redesign the overall process, ensuring integration with customer and manufacturer preferences for all leading product families Analytics Our extensive industry experience with regard to enabling clients with knowledge-driven analytical insight can help organizations not only improve their day-to-day operations but also provide longterm business benefits that impact the upstream and downstream processes. Predictive analytics, which are focused on failure forecasting and inventory requirements, allow for more effective resource planning Analytics on cross sell/upsell opportunities and out-of-warranty service requests can generate additional revenues Analytical modelling, driven by our knowledge management (KM) engine and supported by multiple data sources, such as CRM and ERP, ensures improved and intelligent customer interactions Return propensity analytics, which is based on the various reasons why customers return products, reduce the number of sales returns Contact center operational analytics, which focus on customer behavior patterns and emotion detection, are combined with social media analytics to enhance the customer experience Technology The focused use of technology integrates information and processes across the various ecosystem touch points and provides real-time visibility for events and transactions, which in turn supports informed decision making. A well-designed technology landscape, developed in consultation with niche technology partners, integrates frontend customer contact systems with backend applications, such as CRM and ERP, to address specific business requirements Harnessing cloud, social media listening, and mobility-based applications helps to provide differentiated and cost-effective services Easily configurable and seamlessly integrated web-enabled technology platforms allow for knowledge management A robust contact-center technology infrastructure provides seamless routing, prioritization, and triaging to optimize costs while providing a worldclass customer experience Service support: Key solution components Includes effective multi-channel pre-sales support, order management, warranty support and technical product support 1 2 Enables field engineers to maximize the wrench/repair time through support for activities such as debriefing, field scheduling, dispatch creation, and tool sourcing Product Field Service 4 3 Analytics driven knowledge-management engine manages the entire reverse-logistics cycle for returned products in a cost-effective manner Returns Management Genpact Service Parts Fulfillment Enables the right part to be moved to the right place by supporting activities such as back-order follow up and shipment tracking and it handles crucial functions, such as parts planning and forecasting Decouple Analytics Driven Knowledge Management Integrated Technology Platform Consolidate & Centralize Driving faster issue resolution by integrating customer contact with field and parts support, and returns management GENPACT Solution Overview 3

4 Our integrated approach enables customers to realize the following results in quantifiable metrics: Improve customer satisfaction (5 15%) and firsttime resolution (25 30%) by driving end-to-end customer satisfaction through customer service and field/service center ensuring on-time service fulfillment improving turn-around time (TAT) for return Enhanced customer satisfaction Utilized an analytics-based six-sigma approach to increase customer satisfaction by 8%, which contributed to a $15 million increase in revenues Enhance out-of-warranty revenue (up to 50%) by enabling out-of-warranty revenue expansion through visibility enhancement improving returns remarketing and e-auction administration Improved supplier warranty recovery and return Deployed lean recovery frameworks to achieve a 47% reduction in the parts return cycle, leading to a savings of $2.5 million, while increasing recovery by 122% in one year, which amounted to $122 million in cash Improve service profitability (10 15%) and lower the cost of returns (15 20%) by building remote diagnostics and a stronger knowledge base to reduce returns reducing the costs of managing returns enhancing self-service by introducing selfhelp portals Why Genpact? Enhanced field-engineer capacity and improved parts management Reduced back orders and delivered $9 million in savings Improving field engineer productivity reduced the field capacity by 21% A 44% reduction in the field inventory released $28 million in working capital We have extensive expertise in customer support services and aftermarket services (AMS) and a history of servicing blue-chip clients across the entire value chain, including covering customer and field service, parts management, contract management, returns, and warranties. We have expertise in applying intelligent insight, using analytics to make technology smarter, and we know how to redesign processes to better leverage technology. Our proprietary assessment framework enables us to deliver a customized solution tailored to exceed your organization s end goals and expectations. Contact us to discover what we can offer in the service support domain for your organization. empowering field service teams with partsrequired information to reduce field visits improving visibility on parts to increase inventory turns GENPACT Solution Overview 4

5 About Genpact Genpact Limited (NYSE: G) is a global leader in designing, transforming and running business processes and operations, including those that are complex and industry-specific. Our mission is to help clients become more competitive by making their enterprises more intelligent through becoming more adaptive, innovative, globally effective and connected to their own clients. Genpact stands for Generating Impact visible in tighter cost management as well as better management of risk, regulations and growth for hundreds of long-term clients including more than 100 of the Fortune Global 500. Our approach is distinctive we offer an unbiased, agile combination of smarter processes, crystallized in our Smart Enterprise Processes (SEP SM ) proprietary framework, along with analytics and technology, which limits upfront investments and enhances future adaptability. We have global critical mass over 65,000 employees in 25 countries with key management and corporate offices in New York City while remaining flexible and collaborative, and a management team that drives client partnerships personally. Our history is unique behind our single-minded passion for process and operational excellence is the Lean and Six Sigma heritage of a former General Electric division that has served GE businesses for more than 16 years. For more information, contact, hightech.solutions@genpact.com and visit Follow us on Twitter, Facebook and LinkedIn Copyright Genpact. All Rights Reserved.