This presentation was presented by Rohit Lohan of Tavant Technologies at the Warranty Chain Management Conference 2013. This talks about how to improve customer experience by integrating customer service, service contracts, fleet management and warranty.

1. > Creating Intelligent Enterprises
with Unified Aftermarket Services
Improve Customer Experience by Integrating Customer
Service, Service Contracts, Fleet Management and Warranty
PEOPLE. PASSION. EXCELLENCE.

2. Dedicated
Warranty Service/Repair
Channel
Extended Aftermarket Parts &
Warranty Accessories
Service/Maintenance Product Training
Contracts
Fleet Management Used Equipment
Product Support Customer
Feedback/Surveys
Aftermarket Service
Tavant Proprietary & Confidential

3. > Different teams are
Warranty managing these functions
> Different goals
> Companies are using
Extended different systems
Warranty > Processes are not aligned
Service/Maintenance Key Issues:
Contracts > Different processes
> Different systems
> Resource overhead
Fleet Management > Inconsistencies in
customer handling
> Operational
Product Support inefficiencies
> Higher operation costs
Tavant Proprietary & Confidential

4. Warranty
Claims Warranty Recall Supplier
Parts Return
Management Registration Campaigns Recovery
> People
> Process
> IT Systems
> Logistical Support
> Business Knowledge
Tavant Proprietary & Confidential

5. Extended Warranty
Extended Extended
Claims Warranty
Warranty Warranty
Management Registration
Purchase Pricing
Very similar to standard warranty operations
Risk is too high if sales or marketing controls it
Separate entity- higher operational costs
> People
> Process
> IT Systems
> Logistical Support
> Business Knowledge
Tavant Proprietary & Confidential

6. Service/Maintenance Contracts
Contract
Service Repair Claims Customer
Pricing, sale
Request Quotes Management Invoicing
and Setup
Very similar to standard warranty and extended warranty operations
Risk is too high if sales or marketing controls it
Separate entity- higher operational costs
Warranty input can optimize your maintenance contract cost and profits
> People
> Process
> IT Systems
> Logistical Support
> Business Knowledge
Tavant Proprietary & Confidential

7. Fleet Management
Claims
Contract Service Repair Customer Fleet
Manage
Setup Request Quotes Invoicing Analysis
ment
Very similar to service contract operations
Separate entity- higher operational costs
Warranty feedback is critical for fleet operations
> People
> Process
> IT Systems
> Logistical Support
> Business Knowledge
Tavant Proprietary & Confidential

8. Customer Service/Product Support
Service
Service Work Order
Service CRM Knowledge
Request Management
Base
Single point of contact for customers for warranty, service, product
information etc.
> People
> Process
> IT Systems
> Logistical Support
> Business Knowledge
Tavant Proprietary & Confidential

9. Customer
Feedback/
Surveys
Product
Warranty
Business Process Support
Workflow
Warranty People/Resources
Registration Operational Logistics Service Requests
Customers
Analytics
Claim Processing
Extended Service
Warranty Contracts
Contract Setup
Repair Quotes Contract Setup
Fleet Service Requests
Management Customer invoicing
Repair Quotes
Common Components
Tavant Proprietary & Confidential

10. Path to Continued Success
Tavant Proprietary & Confidential

11. Benefits of Unified Operations
One after market department will improve operational efficiency
Provide one touch point to valued customers for all their aftermarket service interactions
Initiate Product and Process Improvements based on larger aftermarket data set for joint
improvement initiatives
Improve Aftermarket Services Profitability based on combined historical data and analysis, lower cost
of operations etc.
Data collected from different processes like fleet, maintenance contract, warranty can be used to
improve product quality and customer service
Improve supplier recovery using additional information from other functions like extended warranty
and fleet operations
Lower system setup and maintenance cost
Cross functional employee base for better resource management
Improved customer satisfaction from consolidated aftermarket operations
Tavant Proprietary & Confidential

12. > Thank You!
PEOPLE. PASSION. EXCELLENCE.