Kapil Singh 52

Joe Augustine 38

Shahzad Khan 24

Jwala Nayak 41

Kapil Mhatre 34

Gaurav Taishete 53

Presented by:

Services in the Business-to-Business Market

Two distinct groups :

1. Products supported by services

The wide range of service elements that accompany the physical product

2. Pure services

Those that are marketed in their own right without necessarily being associated with a physical product

Periodic or as required maintenance or repair of equipment by its manufacturer or supplier, during and after a warranty period.

After Sales Service is the customer support following the purchase of a product or service.

In some cases after-sales service can be almost as important as the initial purchase

After Sales Service

Can be a major source of revenue, although it often receives too little management attention.

Is essential for achieving customer satisfaction and good long term relationship.

Provide a competitive advantage.

Play a role in increasing the success rate of new products.

After Sales Service

The manufacturer, retailer, or service provider determines what is included in any warranty (or guarantee) package.

After Sales Service Contract will include the duration of the warranty - traditionally one year from the date of purchase, but increasingly two or more years maintenance and/or replacement policy, items included/excluded, labor costs, and speed of response.

In the case of a service provider, after-sales service might include additional training or helpdesk availability .

Components Of After Sales Service

Installation

User Training

Documentation

Routine Maintenance & Emergency repair

Online Support

Warranty

Part Supply

Upgrades

After Sales Services - Key Elements

Six Steps to Remarkable Service & Customer satisfaction1. Connect with your customer

Establish rapport and begin a relationship with your customer

2. Discover what they want Asking pertinent questions and paying attention to the

answers 3. Know what you can do Choosing the customers who best fit what you can do

well by knowing what you do best. 4. Do it Execute well convert your customer's wants into actions

you can measure 5. Follow-up Plan a follow-up contact & do it consistently 6. Thank them Make sure they know you are grateful for their business

After Sales Service Portfolio

Identifying customer’s support requirement

Design for supportability

Choosing/Managing distribution channels

Promoting support for competitive advantage

After Sales Services - Strategies

Product Related Attributes – Lifecycle, complexity, value, physical dimensions, and Consumer perceptions .

Firm related Attributes – Managerial objectives,resources,desire for control and breadth of product line.

Market or industry related attributes – Consumer preferences,geography, market size, competition, nature and availability of channel intermediaries.

After Sales Services - Strategy Variables

Competitive Advantage

Differentiation (Product & Services)

Customer Satisfaction

Customer Retention

Customer Relationship

Customer Loyalty

Increase in Profit

Increase in Growth

After Sales Services - Advantages

Products are now more complex and, therefore, more service sensitive.

Greater customer awareness of rights regarding warranty servicing.

Inflationary pressures creating greater sensitivity to repair costs.

Decline in product consistency as well as instances of poor design

Inexperienced and unqualified personnel maintaining and servicing products.

Increased incidents of product misuse by the customer.

After Sales Service - Challenges

After Market ServicesHoneywell Building Solutions

CASE STUDY

Honeywell International Inc.

• Global technology and manufacturing conglomerate with 2008 sales of US$ 40 billion

• 120 years of operation – being continually enriched by 125,000 employees in 108 countries worldwide

• Fortune 100 company and part of the Dow Jones index of industrial companies

• Four Strategic Business Groups -

Automation & Control Systems

Aerospace

Specialty Materials

Transportation Systems

Our Focus is on Supporting our Customers

Leverage World-Class Honeywell Service Solutions

Improve the operation of your facility

Ensure ongoing effectiveness of overall system operation

Enhance profitability by better managing your risk

Improve occupant satisfaction and safety

Reduce your expenses and resources

Uptime

Operating Costs

Comfort

Regulatory Compliance

After Market Services

• First, one-of-its-kind dedicated services organization in the

building automation industry in the country

• Technically skilled team of more than 100 service

professionals

• Local support through 10 regional offices

• The industry’s most extensive suite of services, customized

to optimize your building’s performance

After Market Services

Core benefits

• Minimizing breakdowns that lead to costly emergency repairs

• Reduce business disruptions caused by downtimes

• Demonstrate proof of compliance to all your stakeholders

(internal & external) on equipment, codes, policies,

procedures and regulations

• Extend equipment life

…and most importantly allow you to deliver to your

stakeholders an environment that is safe, secure and

comfortable

SCOPE OF SERVICES

System Related Services

Building Automation System ServicesFire Automation System Services

Security Automation System Services

Scope Related Services

Service 360° - Honeywell Comprehensive A M C

Service 180° - Honeywell Non-Comprehensive A M C

Service Select – Honeywell Flexible Offering

Warranty Shield – Honeywell Warranty Support

Service On Board – Honeywell Operations Contract

Service EMpower – Honeywell Utilities, Operations & Maintenance Services

Honeywell Comprehensive AMC

Service 360° provides

• A holistic approach towards building services spanning Building Management Systems, Fire Detection Systems and Security Systems

• Includes parts management services to hold spares inventory in regions

• Preventive Maintenance Service – periodic maintenance activities to prolong system life

• Corrective Maintenance Service for breakdown maintenance support

• Service Level Agreement– Response Time: 4 hours– Resolution Time: 48 hours

Honeywell Non-Comprehensive AMC

Service 180° provides

• A holistic approach towards building services spanning Building Management Systems, Fire Detection Systems and Security Systems

• Compliance with budgetary constraints while providing the same peace of mind that Service 360° delivers

• Preventive Maintenance Service – periodic maintenance activities to prolong system life

• Corrective Maintenance Service for breakdown• maintenance support• Service Level Agreement

– Response Time: 12 hours– Resolution Time: 72 hours

An Elaborate Customer Contact - Mechanism

• 24 X 7, Global Service Response Center to process your service requests 365

days a year without exception

• You can also reach us at serviceworld@honeywell.com

• HBS Quicklink – a desktop application to

Log Service Requests

Track Service Progress

Automatically record service response and resolution

times – our SLA metrics

Log Health, Safety & Environment (HSE) incidents

Field Automation Service Technology (FAST)

Service Edge - key elements

Key elements of the Service Edge programme are:

– Centralised customer care (GCCC)

– Global service process

– Global service management system (FXSC)

– Field Automation Service Technology Tool (FAST Tool)

Service Management SystemCustomer

GCCC Technician

Request forService

DispatchTechnician (s)

Local Admin

Admin ReviewWork Order

Arrive By Date:(Planned)

Create Date + Arrival SLA

Work OrderCompleted

At Job Site Date(Actual)

Work OrderClosed

Time to Invoice

Work OrderCreation

Request Signature

A fool proof end to end network to be in touch with our customers

• Investment protection – extended life of capital investment

• Single source accountability

• Reduces tools, materials and parts costs

• Provides for a fixed annual fee which can be easily planned in your

operating budget

• Minimizes equipment repairs and emergency service calls

• Constant availability of Honeywell resources

• Value added services – training, audits, compliance conformance

• Personnel development services through training

Benefits of Honeywell AMCs

CASE STUDY

Post Sales Product SupportPost Sales Product Support

Maintenance ServiceMaintenance Service

Professional ServiceProfessional Service

Training and education Service Training and education Service

ServicesServices

Customer Support HelpdeskCustomer Support Helpdesk

Single point of support for customersSingle point of support for customers

• 8x5 Toll free access support operations8x5 Toll free access support operations• L2 & L3 telephonic technical call-back supportL2 & L3 telephonic technical call-back support• Software upgradesSoftware upgrades• Advance hardware replacementAdvance hardware replacement• AMC supportAMC support

Support Support HelpdeskHelpdesk is the focal point for all customer activity is the focal point for all customer activity

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Escalation Support Team

Includes a Cisco product specialist, escalation engineer, and design center engineer

They isolate product defects, configuration or environmental issues and create solutions

Do site visits when required

Three Support Levels

Non-TechnicalCall screening and information gathering

Service contract entitlementIncident creation

Call routing based on product and service level

Technical Support Product Specialist

Fault isolation based on problem, operation and configuration analysis

Replicates the problem in the lab

Recommends solutions or workarounds

Publishes new solutions in Knowledgebase

L1

L2

L3

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Maintenance Services Overview (Contracts)

Maintenance

Onsite Engineering Assistance

Advance Hardware

Replacement

Technical Telephone

Support

Software Upgrades

Web Services

Guardian Express Software Upgrades Software

Application Support

SLASLA8x5xNBDS8x5xNBDS

Customer Engagement Model

Consulting & DesignConsulting & Design

Implementation & Integration Implementation & Integration

Support & MaintenanceSupport & Maintenance

Audit & ReengineeringAudit & Reengineering

Understand the business requirementsUnderstand the business requirements

Define the functional architectureDefine the functional architecture

Define the technology architectureDefine the technology architecture

High-level designHigh-level design

Short-term & Long-term StrategyShort-term & Long-term Strategy

RFP Specifications & Product EvaluationRFP Specifications & Product Evaluation

High-level estimates &Project PlanHigh-level estimates &Project Plan

Coordination for Purchase & LogisticsCoordination for Purchase & Logistics

Environment assessment & Site Preparation PlanEnvironment assessment & Site Preparation Plan

Detailed Integration PlanDetailed Integration Plan

Test Plan & Acceptance CriteriaTest Plan & Acceptance Criteria

System Implementation & Configuration Mgmt.System Implementation & Configuration Mgmt.

System Integration & TestingSystem Integration & Testing

System Acceptance & User Acceptance TestsSystem Acceptance & User Acceptance Tests

Training & DocumentationTraining & Documentation

SLA Framework forSupport & MaintenanceSLA Framework forSupport & Maintenance

Helpdesk SupportPreventive MaintenanceHelpdesk SupportPreventive Maintenance

Warranty & Maintenance Agreement Mgmt.Warranty & Maintenance Agreement Mgmt.

IMAC SupportLevel-2/3 SupportIMAC SupportLevel-2/3 Support

Performance ReportingTrend AnalysisPerformance ReportingTrend Analysis

Consulting on Capacity Planning, DRP, Feature Enhancement

Consulting on Capacity Planning, DRP, Feature Enhancement

Due Diligence & Information BaselineDue Diligence & Information Baseline

Understand & Map Current set of ProcessesUnderstand & Map Current set of Processes

Understand business requirementsIdentify Gaps & Pain points

Understand business requirementsIdentify Gaps & Pain points

Identify Process Reengineering,Technology Refresh options

Identify Process Reengineering,Technology Refresh options

Identify Best Practice RecommendationsIdentify Best Practice Recommendations

Define Improvements & ChangesDefine Improvements & Changes

Estimates & Benefits AnalysisEstimates & Benefits Analysis

High-level Plan for ImplementationHigh-level Plan for Implementation

Thank You