Service Program Design & Consulting

We consult and advise on creating, designing and managing Service Programs for various products. Our approach is very systematic, scientific and includes:

ANALYSIS OF RISK AND COSTS : We have extensive industry experience, product performance data and their failure patterns across geographies. Together with the help of client data and third-party testing, we carry out deep down analysis of the products performance, costs, risk assessment and severity patterns. We then analyze the competing support costs across various geographies & client categories. With extensive analysis and by spreading the risk across products and brands, we are able to arrive at the most appropriate service fee to be charged from our clients.

DESIGNING THE SERVICE PROGRAM : After analyzing the risks, costs, severity patters, competitive landscape, we create the dynamic and unique service programs which the customers will happily embrace. This then leads us to create plan pricing, terms and conditions, inclusions & exclusions, commitments to be made / not to be made etc. The overall objective is to arrive at a Service Plan so as to deliver the best customer service to consumers and ensure a profitable solution for our clients.

PROCESSES AND OPERATIONS : We work very closely with our clients to streamline the day-to-day operations, processes and deliverables keeping in mind the organizational structure of our clients’ business for smooth implementation of the whole program.

SERVICE ADMINISTRATION : Our technology platform is unique wherein we automate most of the transactions so as to provide seamless, process driven, transparent and efficient service administration service. The service include service plan validation, call login, first level support, service center allocation, field repair, status updates etc. The client has access to various steps of the process and standard reports can be downloaded in real time.