This document discusses service lifecycle management for providing differentiated aftermarket services. It notes that aftermarket services draw customers back through repeat purchases and differentiate businesses. The business challenge is fulfilling customer service requests at the first point of contact. The needed solution is a customer experience transformation that can automate back-end processes to fulfill requests. The proposed approach uses a robust technology platform with multichannel capabilities leveraging Pega's process-driven CRM and case management.

1. SERVICE LIFECYCLE
MANAGEMENT
Providing differentiated
aftermarket services
A Mahindra Satyam Pega Practice Offering

2. BUSINESS
LANDSCAPE
 Aftermarket Services
draw customers for
repeat purchases
– Differentiator for B2B and
B2C relationships

3. BUSINESS
CHALLENGE
 How to fulfill the customer
service request at the first
point of contact itself

4. BUSINESS
NEED
 A customer experience
transformation solution which
can automate back-end
processes and fulfill customer
requests

5. SERVICE
LIFECYCLE
MANAGEMENT
Providing differentiated
aftermarket services

6. OUR
APPROACH
A robust technology platform
with multichannel capabilities
that leverages Pega ’s process
driven CRM and Case
Management capabilities.

7. Industry
Applicability
Manufacturing & Hi-Tech
Repair, service or parts replacement
incidents can be resolved using rule based
diagnostics approach

8.  TURNING CUSTOMER SERVICE GROUP
TO A REVENUE GENERATING UNIT
 FIRST/NEAR TIME RESOLUTION
 PROVIDE A PERSONALIZED
EXPERIENCE
KEY
BENEFITS

9.  TRANSFORM your process
 INCREASE cost savings
 REDUCE time to resolve
 ACHIEVE best practices
 And GROW faster!
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