Rapidly evolving customer needs in high tech continues to hinder customer delight, the key to profitable revenue
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OEMs face challenges such as revenue loss due to lack of visibility into service requests, high costs from product returns, and inefficient returns management processes. Customer expectations are evolving, demanding a seamless and proactive service experience. The document highlights the need for better coordination among customer services, field services, and logistics to enhance customer satisfaction.
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Rapidly evolving customer needs in high tech continues to hinder customer delight, the key to profitable revenue
- 1. DESIGN • TRANSFORM • RUN 1© 2015 Copyright Genpact. All Rights Reserved. 1 • OEMs lose revenue as they lack visibility into the number of service/repair request that ASCs get directly • High cost of managing products that are returned by customers • Inefficient returns management processes leading to sub optimal realization • Inadequate coordination between customer services, field services, parts fulfillment, and reverse logistics functions • Seamless user experience across devices • “Service me anytime, anywhere and for free” OEM – Original equipment manufacturer; ASC – Authorized service center Rapidly evolving customer needs in high tech continues to hinder customer delight, the key to profitable revenue Service Support ► Industry challenges Changing customer expectations Service fulfillment inefficiencies “Out of warranty” revenue leakage High product returns • Consumers expect “intelligent servicing” – from reactive to proactive service 1 2 34