1. After-Sales Customer Services
Subject: Overview
Prepared by M.Barriault – April 2010

2. Our Vision & Strategy
… developing a customer-centric approach through a
combination of people, process and technology…
People
Training, Development
Coaching and Support
Process Technology
Quality and cost- Powerful web
effective driven access integrated
processes with ERP system
Customer Services, © Kaba Thursday, March 10, 2011 1

3. Our Mandate
… building value through customer care…
Order Support
Admin Website
Customers
Projects
Webstore
Installation
Service
Plans
Technical
Support Field
RMA Service
Repairs
… from reception of the customer’s order… through the life of the product…
Customer Services, © Kaba Thursday, March 10, 2011 2

4. Technical Support’s Role
Technical Support
 24x7 Technical Assistance Hotline
 Remote Assistance on Software products
 Support Website; Product Info, FAQs, videos, etc..
 Escalation management
Participate in New Product Development & Improvement
 Product reliability; pareto analysis
 Customer feedback
 Influence product designers for more reliable and easy-to-use products
and documentation
 Assist PLM in new product deployment
 Document Beta trial feedback for Gate Review / Product Release
Corrective Maintenance
 Field Service coordination
Customer Services, © Kaba Thursday, March 10, 2011 4

5. Webstore
ILCOSTORE.com
Place and track orders 7/24:
• Product configurators
• Exploded views for parts
• Keycards, batteries,
cables, etc.
• Leadtimes, invoices,
shipment tracking
information
• Etc.
Customer Services, © Kaba Thursday, March 10, 2011 5

6. Client Support Website
ILCO Support Website
Find all the information you
need to use of support ILCO
products such as:
• Installation videos
• Frequently Ask Questions
• Diagnostic tips
• Manuals
• Drilling templates
• Etc.
Customer Services, © Kaba Thursday, March 10, 2011 6

7. Service Plans
ILCO’s Silver, Gold and Platinum scalable
Service Plans are part of our World-Class
Customer Support Program. They have been
designed to help customers maintaining their
electronic locking system on a fixed yearly
budget at a very competitive price.
Benefits
Platinum: Includes all the benefits of the Gold Plan, plus:
• Fixed and budgeted maintenance costs
• Priority repair services
• Instant savings on web store keycards and parts
purchases
• Savings when you need ILCO on-site support
• Peace-of-mind
Gold: Includes all the benefits of the Silver Plan, plus:
• Quick replace of the most important parts and equipment
to keep your locks operational
• Access to the most current software versions available at
no cost
Silver:
• 24/7/365 unlimited customer support
• Access to comprehensive videos, guides, FAQs, and
more
Customer Services, © Kaba Thursday, March 10, 2011 7

8. Thank you !