Zed-Service™ is an After-Sales Service Management Enterprise Software developed and owned by Zed Axis Technologies Pvt. Ltd. Zed-Service™ enables end-to-end automation and control over after-sales service, support, repair, warranty, maintenance, RMA, claims processing and inventory control & management to product manufacturers, distributors, dealers and 3rd party companies involved in service operations. Zed-Service™ helps companies improve customer service efficiency, reduces Turn-Around-Time (TAT), enhances customer satisfaction & Loyalty and overall reduces the cost of service department. Industries that use Zed-Service™ and can be benefited by it include Consumer Electronics like mobile phone & white goods manufacturer, Home Appliances, Health, Wellness & Fitness Equipments, Heavy Earth Moving & Capital Goods Equipment Manufacturers, Alternate Power & Power Conditioning Product Manufacturers like Inverter, UPS, Battery, Generator, etc, IT products like Computer, Laptop, Tablet, Smartphone, Networking & Storage Devices like Servers, Switches, Routers, Set-Top Box Manufacturers, Distributors, and many more product based industries that offer warranty, maintenance, support, service, repair, etc to their customers.

1. Service / Repair / Warranty /
Support/ Claim & Inventory Control Solution
www.zed-service.in
Presented by:
Zed-Axis Technologies Pvt. Ltd.

2. Forward
DOA , Logistics
Cannibaliza Mgmt
tion/Harve Service Call
sting Mgmt Logging/Re
pair Mgmt
Claims
Mgmt Warranty
Tracking
Mgmt
Spares /
Inventory Reverse
Mgmt Logistic
Mgmt

3. Scenario 1- Onsite Repair Process
Basis unique ID’s e.g. For existing
Mb#, Customer Code, customer, complaint
Calls up the Complaint ID etc. is logged & customer
Distributor / System searches the is provided the
Contact Centre Customer record Complaint ID.
Customer
New Customer
record is Call allocated to
created Service Engineer
• System can identify the warranty status on the basis of
Proof Of Purchase Date conveyed by customer.
• Incase the sales data is available, warranty can be figured
out from the date of sale or date of installation / import. Service Process
• Service Centre supervisor has a visibility of Real-time call is Initiated
load of each Service Engineer.
• Once the call is allocated to an engineer, the system will
send an auto SMS to customer with the relevant details, Vice
Versa to Engineer as well.

4. Scenario 2 - Carry In Repair Process
(Optional)
Engineer
Distributor Attempts repair Unit Repaired
Logs an with or w/o Spare & Handed Over
IW/OW Call consumption to Customer
Customer
Handled thru
Escalated to
Reverse
• Warranty can be tracked Next Level
logistics
– POP Date
– Date of Shipment + X months
• Entry Level Screening is performed for deciding nature of Call
• Fault, Action & Symptom code are mapped up to the repair level
• TAT Recorded separately for
– Customer Repair,
– Customer Intimation,
– Customer Delivery…

5. Scenario 3 - Resident Engineer (Optional)
Return to Repair Process
Bench to Follow
Attempts repair
Logs the call with or w/o Spare Repaired Call
consumption Successfully Closed
Engineer
Spare not
available
Places an Receive Spare
indent to Store

6. Onsite Repair
Attempts Handover copy
Repair
Repair of Job sheet to
Complete OW = Out of
customer
Warranty; VW:
Engineer Warranty Void
*Optional
Spare not Incase of OW/WV
RTB case cost of spare &
available
repair charges
will be collected
from customer
Pick-up note Request an • Each instance of call / repair updated through
created Indent Distributor / Call centre or engineer supervisor
• Spare indent will be raised by Distributor /
Supervisor or call centre
• Engineers TAT is calculated from the time call is
Product handed allocated till call completion.
Receive spare
• Non productive calls e.g. Premises Locked,
over to from Store Person not available etc. are exempted from TAT
Distributor Store calculation
• RTB cases, pick up note# to be entered the same
as mentioned on hard copy.

7. RTB Repair (Optional) Escalation to
Higher Level
Repair* (Opt)
Receives Defective Attempts
from Engineer Repair with /w- Repaired
/Resident Engg out Spare Successfully
Consumption
Dispatch Note
Spare not Created
available
Product
Request an
Dispatched to
Indent
Customer Location
/Res Engg
Receive spare
from Store

8. Forward Logistics
Material Shipped
Raises a System defined
by the
Purchase Order Approval Matrix
Warehouse
Distributor
Distributor Logistics partner
Records the delivers the
Material Receipt Shipment
• If needed Inventory for IW/OW can be managed separately
• Each Warehouse (Including Distributor / Central) has a complete visibility of
Stock (Good, Repaired-OK, Faulty, Scrap) in Hand
• Material can be Shipped partially as well (Provision for Backorders is present)
• Logistics Partner is prompted for a Pickup, the Moment a Docket No. is
created
• Distributor has a complete visibility of his Order Shipment
– New / In Transit / Delivered…

9. Warranty Tracking
Service Central
Management Serial#
System Database
• System has an Option of Storing the Serial# Database
• Warranty status can be checked by Querying this Database
• In case Serial# database is not managed Proof of Purchase
Date mentioned against the very first job of that particular
Serial# is taken as the reference…

10. Reverse Logistics
Dispatches the
defective material
Logistics Partner
Labels the Defective to Regional /
picks up the
Parts for Pickup Central
material
Warehouse
Distributor
Warehouse
Records the
Receipt
• System tracks the Complete movement of
Material from Distributor Warehouse
• System generates Unique Docket No. for each
shipment…

11. Cannibalization & Harvesting*
(Optional)
Inventory of
Distributor System
Tear-Down Realized Part
requests Tear- Defined
Performed (Full Marked as
Down for all Approval
/ Partial) Defective/
BER Cases Matrix
Good

12. Claims Management
For All Closed calls Manual
system Inspects System stores Approval
System the Claim basis the Rejected & Matrix for
Configured the system Approved Overriding
Claim Cycle defined Claims System
parameters (If needed)
Company Distributor Distributors Can
Finance / Generates & View their Claim
Accounts Submits the Status in Real-
Department Vets Claim Invoice time / Also can
& Updates the using the view the past
Payment Status system claims

13. DOA Process (Optional)
• A Dead-on arrival process exists in Zed-
Service™ which can be proposed if needed.

14. Documentation, Bulletin, Downloads, FAQ’s
• Zed-Service has an Admin based facility for
– Service / Technical Bulletin, Manuals &
Documentation, Drivers / Drawings Upload &
Download

15. Top Level Reporting interfaces from
Zed-Service™
Sample Screenshots Follow

16. KPI Dashboard

17. FRR, FFR, NFF

18. Top 5 – Material Usage

19. Service Turnaround Time

20. Verified Defect Top - 5

21. Pending Call Report (Online Pivot, with Drag & Drop Filters)

22. Defective Part Movement

23. Zed-Service™ Variants
• Zed-Service™
- For Cell Phone Brands, Hand-Held Devices,
Repair/Service Organizations
• Zed-Service™ - UPS, Battery, Inverter, Alternate Power
Products
• Zed-Service™ - Sanitary Ware, Kitchen Ware, Health,
Wellness, Fitness, Medical Equipments, Security
Equipments, Heavy Earth Equipments
• Zed-Service™ - IT Products, STB, RO, Consumer
Electronics, White Goods & Other Home Appliances

24. About Zed-Axis:
• In Operations since 2000.
• Professionally managed by 3 full time Directors.
• Focused on Sales, Distribution & After-Sales Service Automation Solutions.
• Proven track record of successful delivery of 500+ customized mission
critical solutions.
• Working across multiple industries, with clientele ranging from Mid level
to Fortune 500 Cos.
ISO 9001:2008
Certified

25. Accreditation and Partnerships
Organization Relationship
ISO 9001:2008 Quality Management System by TUV India
ISO 9001:2008
Microsoft Certified Partner for Custom Development, Business
Intelligence, Data Management and Mobility Solutions
Certified Member of the Intel Software Partner Program
Registered Member of “National Association of Software and Service
Companies”
Registered Member of “Data Security Council of India”

26. For any query or feedback, please feel free to contact us.
THANKING YOU!
RAKESH KUMAR
SALES HOTLINE: +91 – 11-4564-1144: EMAIL: SALES@ZED-AXIS.COM
DIRECT PHONE: +91 – 11-4564-1145; EMAIL: RAKESH.KUMAR@ZED-AXIS.IN
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