High tech service support portfolio that effectively integrates front-end customer processes with back-end fulfillment
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The document outlines a comprehensive approach to customer service management, emphasizing intelligent aftermarket services and product returns support. It highlights the integration of front-end customer processes with back-end fulfillment through analytics and technology. Key components include pre-sales support, post-sales support, and end-to-end logistics management.
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High tech service support portfolio that effectively integrates front-end customer processes with back-end fulfillment
- 1. DESIGN • TRANSFORM • RUN 1© 2015 Copyright Genpact. All Rights Reserved. 1 Product support Pre-sales/sales support Post sales support Aftermarket services (AMS) Product returns Customer facing operation End to end “customer service management” across channels through intelligent aftermarket services and product returns support operations ISC / field engineer Parts supply Warehouse / LSP Repair processing center Backend enabling operation Field service support Returns management Parts fulfillment Field and parts support – end to end transaction processing End to end reverse logistics management LSP: Logistics Service Provider Smart processes (SEP SM ) and domain expertise Data to insight analytics Integrated technology Backend analytics data fed in to knowledge management High tech service support portfolio that effectively integrates front-end customer processes with back-end fulfillment Service Support ► Solution ► Portfolio Coordination with external entities