After sales service

Services in the Business-to-Business Market ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Six Steps to Remarkable Service & Customer satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],After Sales Services - Strategies

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After Market Services Honeywell Building Solutions CASE STUDY

Honeywell International Inc. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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An Elaborate Customer Contact - Mechanism ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Honeywell Comprehensive AMC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Field Automation Service Technology (FAST )

Service Edge - key elements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Management System Customer GCCC Technician Request for Service Dispatch Technician ( s ) Local Admin Admin Review Work Order Arrive By Date : ( Planned ) Create Date + Arrival SLA Work Order Completed At Job Site Date ( Actual ) Work Order Closed Time to Invoice Work Order Creation Request Signature A fool proof end to end network to be in touch with our customers

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Customer Support Helpdesk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Three Support Levels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],L1 L2 L3

Maintenance Services Overview (Contracts) SLA 8x5xNBDS Maintenance Onsite Engineering Assistance Advance Hardware Replacement Technical Telephone Support Software Upgrades Web Services Guardian      Express     Software Upgrades   Software Application Support   

Customer Engagement Model Consulting & Design Implementation & Integration Support & Maintenance Audit & Reengineering Understand the business requirements Define the functional architecture Define the technology architecture High-level design Short-term & Long-term Strategy RFP Specifications & Product Evaluation High-level estimates & Project Plan Coordination for Purchase & Logistics Environment assessment & Site Preparation Plan Detailed Integration Plan Test Plan & Acceptance Criteria System Implementation & Configuration Mgmt. System Integration & Testing System Acceptance & User Acceptance Tests Training & Documentation SLA Framework for Support & Maintenance Helpdesk Support Preventive Maintenance Warranty & Maintenance Agreement Mgmt. IMAC Support Level-2/3 Support Performance Reporting Trend Analysis Consulting on Capacity Planning, DRP, Feature Enhancement Due Diligence & Information Baseline Understand & Map Current set of Processes Understand business requirements Identify Gaps & Pain points Identify Process Reengineering, Technology Refresh options Identify Best Practice Recommendations Define Improvements & Changes Estimates & Benefits Analysis High-level Plan for Implementation

After sales service

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After sales service

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