High Tech

Service Support

Generating High Tech Impact

Many consumer electronics manufacturers and high tech companies' customer service and aftermarket service support functions suffer from inadequate coordination between front-end customer service and service fulfillment processes, which can lead to up to 30% cost overruns and poor customer experience.

Genpact service support holistically addresses front-to-back challenges to integrate product support, field service support, parts fulfillment support, and returns management to improve customer satisfaction, enhance out-of-warranty revenues, improve service profitability, and reduce cost of returns.

Solutions

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We make high tech service support operations intelligent, by designing, transforming, and running their processes through a practical use of advanced processes and operating models, technology and analytics, focused to where they can deliver the most impact.

Process
Integrated processes for product support, field service support, parts fulfillment support, and returns management, to enhance customer satisfaction and revenue generation for clients.

Data-to-Action AnalyticsSM
Cross-sell/upsell analytics and modeling to enable intelligent customer interactions, returns propensity analytics, and contact center analytics to identify customer behavior patterns, and predictive analytics focused on inventory and failure forecasting.

Technology
Web-enabled technology platforms and robust contact center infrastructure, integrated information, and process flows across the various touch points using CRM and ERP provide seamless routing, prioritization, and triaging to optimize costs while providing a world-class customer experience.

Impact

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