Accel Warranty Management And Managed Services Executive Summary

Accel Frontline Services Limited
( An ACCEL Group Company)

Presented by Manoj Kumar
Manager-Marketing
k.manojkumar@accelfrontline.in
: 9818908097
www.accelwms.in I www.accel-india.com Copyright: Accel Frontline Services Limited, 2011

• India's largest Integrated Reverse Logistics and
ILM (Integrated Life-cycle Management) company
for Technology products.
• Warranty Management Services, Reverse Logistics,
Test & Repair Services, Tech Help Desk & Managed
Services Company to IT Products/peripherals,
Telecom, Storage & Memory, Networking and
Consumer Electronics Products.
• Celebrating 20th Anniversary.


Overview
• Established in 1991 by a team of five technopreneurs led by Mr. N
R Panicker.
• Co-founder Mr. R Ganesh who is the Head of Accel Frontline
Services Limited.
• PAN India Presence- Having 43 offices and 600 service centers
covering 475 cities.
• Fully automated processes with customer log-in interface
• 1200+ Professionals managing Service requirement of Customers.
• Experienced Management Team
• Long standing partnership with Technology leaders.
• Domain experts in industry verticals.
• A company with a track record of growth and financial performance.


Group Companies

Accel Frontline Limited
A joint venture with BT Group PLC
IT Infrastructure Services, Software Services, Managed Services

Accel Transmatic Limited
Customer Interface Solutions, Multifunction kiosks, Queue
Management System

Accel IT Resources Limited
IT Outsourcing, Staffing, Consulting, Training in IT
Infrastructure, Embedded System design, 2D & 3D Animation


Group Companies

Accel Media Ventures Limited
A Media Production & Distribution Company:3 D Animation,
Visual Effects, Motion Capture

Accel Systems Group
A US HQ IT Services Company

Accel Charities Foundation Accel Charities Foundation
A vehicle for Accel Limited’s Corporate Social Responsibility
initiatives. The foundation focuses on education, rural
development & geriatric care.

Warranty Management, Test & Repair, Tech Help Desk Services

Global Footprint

• AllIndia Network of support offices
• Subsidiary operations in USA, UAE/Dubai, Singapore
•JVs in India Sub-continent, Middle East & Africa


An Overview


Strong Corporate governance
with eminent team of Directors

N R Panicker K R Chandrashekaran
Founder, Chairman & Managing Director Director & CFO
B Tech Electronics & Comm. Engineering Chartered Accountant
Top 10 Influencers in Indian IT (DQ 2005) Previous Exp. (Harita Fin.HCL, ACC Babcock)

R Ganesh
Director & Head of Business Operations
A co-founder of Accel and a Computer Hardware
Technologist with over 20 years. He began his career
in MRF, and worked in HCL before co-founding Accel


Vision
To become one of the Global’s most respected
IT/Telecom/Storage/Memory/CE Services companies

Mission & Commitment
We strive to be the strategic after-market services
partner of choice and are committed to serving our
customers by anticipating their needs and giving our
best-in-class solutions to help them achieve their
business goals.


We Value

Customer care and delight

Pursuit of excellence through Quality

Highest level of Integrity

Respect for the Individual

Optimum Value Proposition


Who We Are….

• After-market Customer Services Company
• After-market Supply Chain Organization
• Integrated Reverse Logistics and ILM (Integrated Life-cycle
Management) company
• 3rd Party Service Partners
• Neutral Service Partners (National & Global)
• One-Stop Service Solutions Provider
• Strategic Provider of After Sales Service
• 100% dedicated to After Sales Service Support


Service Offerings

Warranty Test and Repair Technical Help
Management Solutions Services Desk Services
RMA Creation and RTB & On Site Repair Call Center with CRM
Management Services
Reverse Logistic Support Component Level Repairs L1 & L2 Tech Support
Inventory Management
BGA Rework & Re-balling Managed Services
Imports and Re-Exports
Management IC Programming Outsourced Training

Authorised Scrapping Refurbishment (Tech & Soft-skills Training)


Wide Range of Products Supported
• Printers , Scanners, Projectors, Monitors, Laptops, Keyboard,
Mouse, TV Tuner, Speaker/Woofer, Webcam , UPS
• Mother Boards, SMPS, Graphic Cards, ODD
IT & • Memory & Storage Products
Peripherals
• Networking Products

• Mobile Phones
Telecom • PDA phones/Smart Phones
Products

• Set-Top Box, Satellite Navigational Devices
Consumer
Electronics


Principal Relationships
Our Principals…a snap shots…


What makes our Service Unique?

• Commitment to our Customers/Principals
a) We assign a work cell completely accountable to each
Principal
• Our People & Management
• Quality of Services
• World class support solutions & IT systems
• Highest level of integrity


What makes our Service Unique?

• Our System: We have eTOS ( Electronic Tracking &
Ordering System i.e i-Serve, WMS, EPS)
a) Entry of service orders and RMAs
b) Monitoring and/or defining inventory levels
c) Monitoring inbound receipts of fulfilment equipment
d) Tracking shipment & work-in process
• Customer centric service model
• All India Network of Support offices


Salient Features of our Service Management/WEB Based CRM

• Service Types:
a) Replacement
b) Upgrade
c) Repair
d) Repair & Replacement
e) Sales Order
f) Advance Replacement
g) Receive only
h) Credit Refund to Customers
i) RMA Credit Program

• RMA Status to Customers at Various stages:
a) Our system can trigger SMS/E-mail to Customers at various
stages.
b) RMA/Service Status through SMS Query:
c) RMA Status through our WEB CRM & ON Line RMA
Registration:
d) ON line Call/RMA Registration through WEB by Customers
e) Live tracking of logistics between Accel HQ and Service
Centers for both Good & Defective Products.
f) Customers feedback through SMS on Accel Service Supports:


• Types of Report:
a) Call Log Report, Web call Log Report
b) Web Pick-up waiting report, Web Pick-up done report
c) Call closed report
d) Accept shipment waiting report, Ship-out waiting report
e) In transit line item wise report, Ship-out done report
f) Approval waiting report, Approval details report
g) In-stock report (Sl. No wise), Stock Status report, Stock recycle
result report, Stock planning report, Stock receipt report
h) In-stock cumulative report, Scrap report
i) TAT Report

Why Principals prefer ACCEL!!! (USPs)

• Long Term association with many Principals/OEMs
• More than 20 years in the Warranty Services Business
• Best RMA Support Partner in India.
• Ability to repair of any kind of Digital & Analog products
• 43 own locations (COCO) with 600+ ASPs in 475 cities (FOFO)
• Warehousing Hubs ( 1 MWH, 5 RWH): 15
• L4 Repair Centres: 09
• WEB Based ON LINE CRM for calls & inventory management
• Report access to principal through web (Real time status)
• Integration of Accel and ASP network
• Own Call Center facility for both Pre-sales & Post sales supports


• Can Promote your Service Packs
• Q Management System in place in Major locations
• On site supports
• YOU can hire & forget on after sales support
• YOU will get all service supports under one umbrella
• Core Team at HO & Single window contact for YOU
• Out of Warranty supports
• Arrangement of Road Permits/Way Bills
• Short lead time to start the Project



• Customer Care Cell to address Customer grievances/Legal & Court
Cases.
• Vertical Customer contact points & Escalation tracking and
handling mechanism from service centers up to HO
• Go to Market Strategy i.e Visit to major Dealers/Distributors
periodically to enhance focus on Market & CSAT
• Audit Process in Place
• Processes in line with Global Best Practices
• Flexible system to handle any kind of warranty support model


Regions
H.O
Chennai

Karnataka/ Eastern
AP -Bangalore India-Kolkata

Kerala/ Northern
TN-Chennai India-New Delhi

Western
India-Mumbai


The People in Accel Group

More than 5000 IT professionals

AFSL Strength
Manpower
Total head count - 867
HO Operation - 67
Regional Managers - 8
Location Managers - 55
Customer Care Executive - 199
Engineers - 437
Support - 101


ACCEL Service Network

600 Service Centers across India
addressing 475 cities
01 Central Helpdesk Centre
09 L4 BGA Repair Centres
15 Warehouses / Distribution Hubs
43 Own Centres
600 Partner Centres

Regional Outlook
Region Centers Cities
North 221 170
East 82 61
South 224 174
West 96 70
TOTAL 623 475


Service Infrastructure–upto Level 3

Level 1, 2 & 3 Centers

* Anti static work place
* Necessary tools
* Temperature Controlled Soldering Station
* Isolated Lead-free and Leaded soldering stations
* Microscope in high volume locations
* SMD rework station
* Enhanced Optics
* PCs with USB port
* Vendor specific tools


Service Infrastructure – L1 & L2 view


Service Infrastructure – L4/BGA Repair Centres
– Anti static work area with ESD tester, heel strap, wrist strap
– AMD & Intel processors of different speed and type
– Temperature controlled soldering station
– Isolated lead-free & leaded soldering stations
– SMD rework station
– BGA rework stations - Fonton, Metcal, Martin, etc
– Memory ,CPU, slots testers
– Dummy load testers for cpu and memory
– CRO & Multimeter
– Principle provided special tools like data , address line testers, flash tools
& debug cards of different interface like LPT, PCI, PCI_e
– Bios programmer with deferent socket type like PLCC32, SPI, TSOP
– BGA re-balling jig facility
– PCB pre-heating chamber
– Humidity controlled component storage
– Burn in test racks
– Solder pot www.accelwms.in I www.accel-india.com Copyright: Accel Frontline Services Limited, 2011

Service Infrastructure – L4 View


Extended Services

Biker pick-up & Service on wheels
Service provided in metro locations
Extended services for Distributors, Key
Retailers
Increases brand loyalty & sales

E-shopping http://e-shopping.accelwms.in
For Customers / re-sellers / ASPs
For sales promotion of accessories & spares
Increases brand loyalty & sales


Call center E-Shopping Portal Flow
Create Profile

Pay thru
Select items Payment mode IVRS/CR.CARD

Payment against Track order status.
delivery

verify Profile & use Inventory /Logistics
Inventory /Logistics

Receive shipment
Receive shipment
Payment update by CC

Customer / Re-Sellers E-Shopping Portal Flow

Enter Customer Pay thru gateway.
Select items
& shipping address

Track order status.

Use Profile Inventory /Logistics
Login
for shipping

Create /Edit Profile get reseller
for reuse as login Receive shipment
end user from accel


LIVE MESSAGING SERVICES
• Innovative way to reach out to the million customers.

• It is based on addressing customer based on segments like
Youth & Young Professional, Housewife etc who are reaching Our
service centres for Repair & Replacement of Electronics, IT &
Telecom products and spending 20-30 minutes.

• In this service we installs multiple screens in every service
centre thereby ensuring that the audience have a clear and
impactful view.

• The display is high quality & audio enabled thereby further
enhancing the effectiveness of our network.


LIVE MESSAGING SERVICE
Our Service Centre network is the largest in India and spans over 600 locations
through 2000 screens spread over 473 cities and towns and addressing over 30
million footfalls in a month and growing every day.

The Key benefits of a advertising with Live Advertisement are :
•Captivity : Live Messaging Screens are installed in places where people spend an
average of 20 minutes thereby ensuring that your message is well observed and
absorbed.

•Precise Targeting : Live Messaging is focused demographically, psycho
graphically and geographically so that you can reach out to your precise target
segment in the most effective manner.

•Engagement : Live Messaging has pioneered new genre of content which is
targeted, innovative and interesting thereby creating audience engagement and
stickiness


The Road ahead…

Telecom Managed Services:
1. On-Site Installation & commissioning and Operational &
Maintenance of all Telecom Equipments and accessories of
Telecom Network.
2. Repairs in On-site and critical repairs at High Level Repair
Centres.
3. Any managed services of telecom network.


Summary:
Nationwide network
State-of-the-art facilities
Well established operations
Expertise and experience across technologies
Comprehensive service portfolio

With Accel you are assured of the country’s
most experienced warranty management team
working as your own customer support interface


Thank You !


Accel Warranty Management And Managed Services Executive Summary

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