Handset Service PreviewBrief Strategy Synopsis

Customer Service Strategy

2

Network reach • Real time information• Faster TAT & DOA Support• Effective Network reach

helpdesk• VOC• Channel Escalation Management• Quality Feedback

Online presence• Online presence, blogs , forums and

support communities

Parts & logistics• Pre launch spares readiness• Predictive parts management • EOL support

Delighters

Backend Repair• Quick and economical • Refurbishment support

Service Network

Escalation Helpdesk

Spares parts Management

L4 /RefurbCentre

Customer

Service

Key Milestone

3

Pre launch Readiness and effective Service reach

Strict TAT & Cost control

VOC & escalation Management

Competant L4 with high Reparability

Opportunity to Excel

4

Online Integration of Parts vs open complaints

CSAT tracking and feedback mechanism

Web based low cost and effective training

Robust Training Plan

Manual intergration of Spares parts with CRM

Training needs not addressed effectively

Limited tracking of customer complaints

CSAT & channel satisfaction not measured

4

Differentiated service and service cost ladderUndifferentiated service

End-to-end tracking and closure of customer

complaints

• Mix of own brand , franchisee and multi brand SC

• Special counter @ multibrand Centres

• End to end tracking through CRM and parts integration for predictive parts management

• Pre launch readiness

• Effective parts supplier

• Part failure analysis and tracking

• Parts ordering to remove obsolescence and stock out situation

• Local Charger repair support

• Focus on touch panel availability

• L4 Centre with competent manpower

• Brand support in setting up

• Refurbishment and stock rotation for swap units

• TAT & capacity monitoring @ L4

• Quality check mechanism

Differentiated Service

5

• Special helpdesk

for channel escalation

• Specified escalation matrix and happy call mechanism

• Differentiated approach like AMC , pick up service @ cost

Effective Network Parts Management L4 Centre Escalation Helpdesk