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.
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.
Integrated processes for product support, field service support, parts fulfillment support, and returns management, to enhance customer satisfaction and revenue generation for clients.
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.
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.
An OEM client reduced working capital needs by US$30 million, and reduced fields parts inventory by almost 50%, by reconciling their physical and system inventory and redesigning their forecasting logic
A global healthcare equipment manufacturer reduced field parts inventory by 44%, and released US$28 million in working capital by optimizing their field inventory of spare parts by a physical and system inventory reconciliation, followed by a re-design of the forecasting logic.
A global technology company reduced its parts return cycle by 47% in one year and increase cost recovery by 122% by an improved claims-matching process and compliance rigor, and digitization of claims/parts analytics for greater visibility.