| Alpha After
Sales Service Opportunities
Enhance Revenues
Capture overlooked service revenues
Cross-sell products / services
Use superior service as selling point
Reduce Service Costs
Improve Technician Productivity
Increase Process Efficiency
Increase Customer Satisfaction and loyalty
Improve responsibility
Ensure Predictability
Increase Single Visit Completion Rate
Alpha After Sales Service Process
1. Customer Call
A customer call initiates the field service process.
Customer information and problem description are logged,
and customer warranty or maintenance contract is verified.
If the problem cannot be solved over the phone, and
the customer have a valid warranty or contract, a work
order is created and an appointment is scheduled. The
work order opened in this step is tracked and managed
until closure.
Include the time to answer a call; the ability to access
customer service history; the ability of the call taker
to solve and investigate problems using knowledge base.
2. Dispatch
The dispatch step assigns pending work orders to technicians,
taking into priority of the problem and technician
expertise and route coverage. Dispatchers may also
order and/or ship needed parts directly to the customer
site for installation by a technician.
Include the ability to assign resources and schedule
appointments optimally; technician time involved in
traveling to and from dispatch site; dispatcher's
has the ability to track whereabouts of technicians;
and the ability to re-adjust assignments in real-time
to accommodate schedule changes.
3. Fulfill work order / repair
The technician performs the necessary work at the
customer site, installing equipment or diagnosing
and repairing problems. Include the technician's ability
to access customer repair history; capturing parts
used during the repair/installation; access to product
specifications; availability of replacement parts.
4. RMA management
The Returned Material Authorization step coordinates
the flow of good and bad parts between warehouses.
It deals with warranty returns.
5. Close work order
After performing work on site, the technician will
either close the work order, signifying that all work
is complete, or schedule another appointment to finish
any remaining work. In closing the work order, the
technician captures data that feeds into customer
history records, billing, performance measurement,
product design and sales forecasting.
Include the time to fill out paperwork; time to re-key
the data; accuracy of data; obtaining customer sign-off
and approval of work completed; and integration between
systems.
6. Time report/billing
In the final step of the process, the technician's
time and materials information is submitted to the
accounting department. An invoice is sent to the customer,
consistent with the customer's entitlements and pricing
schemes.
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