How Quest Informatics enhanced a leading Automaker’s support desk performance to 90%?

Support Desk

India’s leading automaker now boasts of 24×7 parts help line, with 24 hours resolution call closure at 90%. But not long before, it was a different story.

  • Call closure stood at 42%.
  • Parts Help Line (PHL) was mired with challenges like, manual process resulting in call backlogs, unanswered calls, difficulty in getting right information and lack of coordination between departments
  • PHL staff were accessing many applications and sources to find the answers
  • Manually sending acknowledgement of calls and not sharing call progress with customers, resulted in many follow-ups from customers
  • Absence of processes for escalation and inter departmental coordination
  • Lack of categorization and prioritization of calls
  • Complex operations across domestic and international markets

When they turned to Quest Informatics for help, they knew they were in professional hands with over twenty plus years’ experience in aftermarket consulting and solutions. Quest Informatics conducted an ‘as is analysis’ and came out with ‘to be’ solution recommendations. Quest helped roll out

  • A Single of Pont of Contact (SPOC) and restructuring of PHL (included members from the Automaker, as well from Quest Informatics)
  • An escalation matrix and process of interaction between departments
  • A process to populate historical data of PHL and use the same for forecasting
  • Customize Quest Support Desk Application for PHL Activity

Accomplishments:

Our right diagnostics followed by right solution implementation, delivered results beyond expectations:

  • For the first time ever, the automaker’s PHL internal business calls pending were in single digits
  • For the first time ever, PHL domestic business’ pending calls were bought to its lowest, with all calls pending with other department, meaning work-in-progress (WIP) calls were ZERO!
  • For the first time ever, PHL’s 24 hours resolution call closure reached 90%!
  • PHL’s capability increased, as it was able to handle more calls
  • Automaker’s customers are getting acknowledgement and closure information
  • With respect to catalogue, PHL team was able to do Root Cause Analysis (RCA) and also correcting issues by themselves
  • Appreciation of PHL team by the Automaker

Quest Informatics is an Aftermarket IT product and services specialist company. Quest has more than two decades of experience in supporting Fortune Global 500 Companies. It was awarded as the Aftermarket Brand of the Year-2014.

Contact us to know more.

Mail: sales@questinformatics.com   Web: www.questinformatics.com

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PRODUCT PERFORMANCE, NOT PRODUCT POSSESSION THAT MATTERS!

According to Dun & Bradstreet, equipments at Fortune 500 companies experience a downtime of about 1.6 hours per week. The economic loss of the downtime is estimated to be around $46 million per year. When there are millions to be saved by increasing uptime, buyers are looking at manufacturers who can deliver them equipments with greater uptime. Buyers are demanding performance (uptime) commitments than just taking pride for owning products. Let’s understand how few manufacturers are trying to ensure higher uptimes by going an extra mile.

Quest Informatics Uptime

At “UPTIME”, a biennial event conducted by Volvo Trucks, its North American president Gӧran Nyberg said “Even a single day of downtime can affect a trucking company’s reputation and relationship with its customer, so we strive to continue to develop new products and services to keep customers’ trucks on the road.” Volvo uses its global network of 2,200 dealers and workshops in more than 120 countries to ensure higher uptime of its trucks. Since 2010, Volvo’s dealers have invested $435 million in facilities and personnel, resulting in a 37% increase in bay capacity and 89% more technicians.

Volvo Construction Equipment (VCE) division guarantees that machines experiencing unexpected downtime will be up and running within 72 hours, or the customer will be provided with a comparable loaner for up to 2 weeks. Its competitor, Hyundai Construction Equipment is promising an uptime of 98% for its Wheel Loaders, if proper preventive maintenance procedures are followed.

Leading Indian carmaker Maruti Suzuki, which is widely recognised as having great after-sales service, has 3,060 service stations (inclusive of dealer workshops and Maruti Authorised Service Stations) in 1,454 towns and cities throughout India, which is more than double of its nearest competitor. Not be complacent, Maruti has come out with a programme to skill up 2,100 youth annually on car service, repairs and maintenance. This programme will supply a good number of skilled automobile technicians to the market, who across the country will come handy when Maruti’s customers face challenges.

Underscoring the importance of Aftermarket support, Maruti Suzuki’s service division Executive Director Mr. Pankaj Narula said ”Our experience suggests that a key determinant in the car buying decision is the after-sales network, its accessibility, service costs and the availability of spare parts. Our big goal has been to run a robust service network that also supports sales.” One of Maruti’s competitor Tata Motors has plans to double its dealership network to 1000 by 2020 in India, so that it can serve its customers better.

It’s evident that, equipment uptime can only be met with a robust Aftermarket support network, which is not just about comprehensive technology but also about skilled personnel.

Focus on uptime is not just restricted to Heavy equipment & automobile, but also in sectors like, Industrial refrigeration, Wind Turbines, Industrial Print Machines, Medical Devices, Farm Equipments and Water Treatment Equipments, etc. Leading companies from these sectors have employed following practices that are enabling them to deliver higher uptime.

  1. Effective Communication: Ways & means of registering a downtime should be very short & simple. For example, allowing customer to register a complaint through an SMS is a great facility to have & acknowledging the same will give customers the first level of respite. Service technicians should be able to access details like service history, parts replaced, etc on the go. Also, field technicians should be able to update the job status in real-time may be through SMS or Mobile app.
  2. Preventive maintenance: Major downtime issues can be prevented by regularly checking on areas like hydraulic fuel levels, Oil levels, Air & Oil filters, etc. Manufacturers are persuading customers to undergo preventive maintenance activities through awareness campaigns & also by sending reminders.
  3. Proactively identifying issues: Systems use knowledge base to identify the vulnerable areas of equipments. For example, based on HMR reading, system will predict the replacement of oil filters.
  4. Deploying ‘Rapid Service Action’ teams strategically: Even after best efforts, emergencies will continue to come. Preparation is the best way to respond to any emergency. Service technicians are placed close to customers by analysing the equipment density, their working hours, etc.
  5. Leveraging the strength of Dealer Network: Regular training dealer’s personnel on servicing, using electronic tools is an economical & efficient way to increase uptime. Also, share updated electronic catalogues (parts, service etc) across the dealer network swiftly.

Apart from generating more revenue, higher uptimes help your customer in meeting their commitments, which in turn elicits loyalty and repurchase of your equipments. So, time is up to focus on Uptime!

Quest Informatics is an Aftermarket IT product and services specialist company. Quest has more than two decades of experience in supporting Fortune Global 500 Companies. It was awarded as the Aftermarket Brand of the Year-2014. Quest Aftermarket ERP is a comprehensive, robust, flexible, intelligent product which addresses all the challenges of Aftermarket and will be up and running within 3 months. Many have boosted their Aftermarket revenue up to 35% post implementation of it.

Contact us to know more.

Focus on Aftermarket to improve Customer & Dealer satisfaction: Study

auto-industry-satisfaction-at-all-time-Quest Informatics

J.D. Power Asia Pacific 2015 India’s Dealer Satisfaction with Automotive Manufacturers Index (DSWAMI) Study released on 28 May 2015 emphasises the fact that manufacturers have to improve their Aftermarket services to improve their dealer satisfaction.

According to the study, overall dealer satisfaction is determined by examining nine factors, out of which 5 factors belong to Aftermarket.

  1. Marketing and sales activities (15%)
  2. Product (12%)
  3. Vehicle ordering and delivery (13%)
  4. Sales team (16%)
  5. Parts (6%)……………………………………………………..
  6. Warranty claims (7%)……………………………………..
  7. After-sales team (7%) …………………………………….Aftermarket (45%)
  8. Training (10%)…………………………………………………
  9. Support from the manufacturer (15%)………………

J D Power Study 2

45% of factors contributing to dealer satisfaction with automotive manufacturers fall in Aftermarket.

India Tractor Customer Service Index (CSI) Study 2015

Another study released by J.D. Power Asia Pacific, titled “India Tractor Customer Service Index (CSI) Study 2015”,release on 18 February 2015, shows a considerable gap in the Aftermarket support offered by Tractor manufacturers to their customers.

The study found that only 8 percent of owners are contacted by their authorised dealer when their tractor requires routine maintenance. Among owners who take their tractor in for maintenance, the average wait time for service is 2.5 hours, with 19 percent of owners waiting more than one day for their tractor to be serviced.

“Dealers should be more proactive in reaching out to farmers to ensure their tractors are correctly maintained. Encouraging customers to conduct regular maintenance on their tractors not only makes financial sense for the dealer, but it also reduces the number of tractor breakdowns and helps improve the overall uptime during busy periods.” said Dr. Gordon Shields, director, J.D. Power Asia Pacific.

Overall customer service satisfaction is based on a combined score of the service satisfaction index and parts operation index. The service satisfaction index examines satisfaction in four key measures (listed in order of importance): service quality; service initiation; service engineer; and service handover. The parts operation index examines satisfaction across five attributes, including availability of parts, speed of parts delivery and parts value for money, amongst others. As it is clear, these attributes and measures fall in Aftermarket.

The take away from these two studies is that manufacturers have to improve their Aftermarket services to improve their customer satisfaction.

Source:

http://india.jdpower.com/press-releases/2015-india-dealer-satisfaction-automotive-manufacturers-index-dswami-study

http://india.jdpower.com/press-releases/2015-india-tractor-product-performance-index-ppi-customer-service-index-csi-studies

Aftermarket Health of Indian Medical Device Industry

India is one of the top destinations for medical tourism, as medical treatment costs only 10% compared to US or Europe.  Moreover, India has a large pool of skilled doctors and specialists. Indian medical industry has adopted IT and newer technologies extensively and has created unique business models for large scale cardiac and other treatments.

Medical Equipment

Indian medical industry device requirement is met by both imports and domestic manufacturing. Today the Indian medical industry stands at $ 2.5 billion, but the industry faces several challenges due to vagaries of lead time of imports, limited availability of service related manpower and high turnaround time. On an average a device has a life of 7 years, during which its Service Life Cycle has to be managed effectively.

Service Life cycle of Medical Equipment

Device manufacturers can deliver solution to challenges of medical device industry by focusing on following 3 major areas,

  1. Service Network
  • Manufacturers should consider opening up new domestic centres to provide customers with Aftermarket services, thereby adding to a safety factor in the minds of the customers for its devices
  • Maintenance and Repair: Ensuring compliance with quality and safety standards, Preventive maintenance at planned intervals and rapid high-quality turnaround during device breakdown (normally device shouldn’t be down beyond 3% of working hours in a year).
  • Regulatory Compliance: Comprehensive safety and performance testing of the device, including updation of equipment software.
  • Calibration and certification at planned intervals
  • Warranty and after warranty maintenance contracts handling
  • Inventory updation as per planned intervals
  • Swift action during recalls and exchange programs
  1. Refurbish

Refurbishing will spread the reach of manufacturer as devices become affordable. Refurbished equipments are 50% to 60% cheaper than the original equipment cost and they come with same post sales service contracts like the new equipments, which adds to the consumer’s confidence in these devices.

  1. Comprehensive IT Systems

Deploy IT Systems which connects manufacturer, distribution network, service network and customers and which manages:

  • Service, parts and sales
  • Warranty, Inventory and Refurbishment
  • Field Service and Service helpdesk
  • Faster dispatch of spare parts
  • Recalls, returns and exchange management
  • Manuals Creation and distribution: Owner manuals, Service manuals, etc
  • Manage the complexity: According to Global Medical Device Nomenclature (GMDN) medical equipment industry is quite wide with > 14,000 different products types. The products range from wound closure pads to stents and IVD machines of medical devices
  • Manage Diversity: A system which can accommodate multiple languages and tax systems
  • Multimedia training to technicians and hospital engineers to reduce downtime. On an average, 67% of complaints are minor (first hand level), which can be resolved by hospital engineers. But due to lack of effective training, they are only able to resolve 32% complaints.

Achieving success in Aftermarket is crucial as it not only delivers monetary benefits in short term (45% of manufacturers report that in next 3 years more than 30% of their revenue will come from service) but also enhances customer satisfaction and loyalty in the long run, which eventually yields repeat orders and customer recommendations.

Contact to know more:

Mail: sales@questinformatics.com Web: www.questinformatics.com

Leverage technology in Preventive Maintenance

You cannot afford the breakdown of critical machines, where stakes are high. Therefore it has to go with maintenance and repairing cycle regularly to keep it in working condition. Traditionally, we plan periodic maintenance services to avoid any costly breakdown to some extent.  But breakdown still happens, because running condition of each and every machine is different.Preventive Maintainance_Quest

Sudden breakdown leads to firefighting and re-planning of all activities. Identification of the defect in early stage will help in planning efficiently to order parts, schedule and complete job without suffering breakdown.

But, how to detect defects in early stage?

The only way to identify defect, is to get critical diagnostic data hourly or daily basis, analyze and suggest corrective action.

Practically, it is very costly affair to take diagnostic data manually every hour or every day and send it for analysis, but technology had made it easier and affordable.

Instead of taking diagnostic data manually, an interface device can be connected to the machine sensors to collect vital diagnostic information such as vibration, temperature, circuit analysis, running hours of critical components such as Engine, electrical system & hydraulic system and can be sent to central server via GPRS on a defined frequency.

The server can analyze data and send alerts to concerned service engineer or workshop, if any of parameter is going beyond the prescribed range.

In addition to it, various analysis reports can be generated to determine health of the machine and probable period of failure of critical parts that can be used for service planning and parts requirement by the workshop.

An Insight to Mobile Solutions for Business Application

The fast growing reach of the smart devices such as mobile phones and tablets to the individuals, has forced the solution experts to look for extending the accessibility of business application to these devices. Some of us start looking for the companies who are in mobile application development, without analyzing, if we really need a native mobile application or not.

Mobile app or Mobile Website

We normally mistake the mobile compatible website with the mobile application.

There are two ways you can extend your application to the smart devices

  1. Through native mobile applications and
  2. Through mobile compatible web sites.

 Native mobile app or mobile compatible site?

The native applications usually use internal resource of the device such as processing power, storage memory, GPS, Camera, SIM & NFC and operate system specific. Therefore you need to create different versions to support different operating systems like iOS, Android, Symbian , Windows mobile or Blackberry.  On the other hand the mobile compatible website is just a set of mobile compatible web pages that are directly accessed via web browser.

Practically 95% of the business applications do not need native mobile application, but need a mobile compatible website.  In fact some of the latest browsers allow accessing few mobile resources such as GPS and Camera. Thus you need not develop a native application just to access GPS or Camera. To differentiate the need, let’s take some scenarios.  

Scenario 1:

  • You  want your service engineer to access the call details and update the status
  • You want your  engineer to capture the photo from site and upload
  • You want your management to approve your requests; it could be leave approval, purchase requisition approval, budget approval, order approval, etc.
  • You want your management to access important dashboard
  • You want your client to check the status of their order

If you’re looking for any such application listed in Scenario 1, then you need mobile compatible website rather than native mobile application.  

Scenario 2:

  • You want to track the location of your engineer while on move
  • You want to capture site photograph, edit  or tag photograph and upload to the system
  • You want to upstream video
  • You want to read encrypted  document
  • You want offline and standalone application such a games , personal applications
  • You want offline information update and synchronize later
  • You want to chat and instant messaging  other than email and SMS alerts
  • You want to scan bar code, QR code, face or thumb impression
  • You want to communicate to another device via NFC or wireless

If you are looking for any such application listed in Scenario 2, then you need a native mobile application.

How big is your after market service?: Are you prepared to cash on after sales?

How big is your after market service?: Are you prepared to cash on after sales?

In this paper published in Indian Management, Dr TR Madan Mohan, Rudresh S Basavarajappa and R Ganapathy describe why aftermarket or after sale process is important from revenue and customer engagement perspective. The paper describes a comprehensive aftermarket framework consisting of service operation, service resource, service product and service organization dimensions. OEMs and their dealers across different verticals like automotive, construction equipment, mining and heavy equipment industries can benefit from uncovering the inefficiencies in their aftermarket operations and grow sustainable revenues.