Basics of After Sales Service Process – An overview
Process Id.
Area
Process Name
Process
Owner/Departments
Involved
Frequency
Prepared by
Reviewed by
Date
Revision No.
Rev.Date
After Sales Service(ASS)
Sales management
After Sales Service Process
Service Department
Process Objective
To give after sales service and support for all customers by providing the repairs,warranty and non
warranty services, periodic or as required maintenance,supply of parts,upgradation and user training
etc, to ensure highest level of customer satisfaction and customer retention for growth.
Preceding Process
Process Description
Commissioning and Demonstration Process
To formulate the service strategy with clear value proposition across customer segments, enhancing
the life time, productivity and efficiency of the products being sold.
To promote and obtain AMCs after the warranty period with customers and ensuriing the service visits
and the payments as per AMC schedule.
To effectively manage the service calls with quotes,negotiate and follow up for service order
conversion.
To co-ordinate with the customer and arrange for the Service Engineers to complete the service call
and raise invoice based on the service report for payment.
Resources for Process
Machine History based on Inpspection reports
Monthly Service call allocation Plan
Service Engineers Visit plan
CRM
Input for Process
Phone calls,Customer email,Direct portal entry(Web),Direct Customer interaction,Social media,Mobile
Machine History data
Dealers input
Installation Base
Business Plan
Constraints for Process
Limitations in Market analysis/Research for getting quantitative/qualitative data on service potential
Updating pipeline priorities and pending service status on continuous basis
Unplanned Service request
Service call response time management
Output of Process
Generating AMCs/Converting service calls to orders and providing the after Sales service and support
Market research Reports and forecasting for Service products requirement
On going.As and when the Customer service request is received
Process Detailed description
1.Installed base Management and Service revenue budgeting
1.1 To create an installed base inventory of the installed and active Machines, with break up by Machine type, customer segment
and geography for computing the potential service revenues from the identified installed base.
1.2 To conduct full-potential assessment with the installed base multiplied with the maximum number of services possible for each
Machine type and compare this with the total of actual service market sizes in each region along with customer assessment for
developing Service revenue budget ,increasing market coverage and operational plan.
1.3 To work on selling service by finding regional gaps, increasing the coverage of the field workforce,identifying customer/industry
segments with low service penetration rates, raising the field service team's effectiveness, offering maintenance contracts,upgrades
and replacements.
1.4 To work on bundling service contracts with new equipment sales or at other key moments, including installation, the end or
extension of a warranty or after repairs.
1.5 To assess the state and development of service in our sector by examining closely the service levels in the sector, including the
degree of competitiveness,the practices of competing service firms, customer trends and the direction that services are likely to
take over the next few years.
1.6 To create clear value propositions to sell more services along the product’s life-cycle including product bundling, maintenance
contracts,retrofit packages,toolings or online assessment services based on Sectors /Capabilities to increase the lifetime,
performance and functionality of its equipment.
1.7 To have clear segmentation identified and target the market clusters with service potential with basket of service products by
analysing criteria like:
• Complex versus simple equipment
• Importance of safety, precision, etc., versus importance of cost
• Govt enterprise versus private Institutions/entrepreneur
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Basics of After Sales Service Process – An overview
2.Service Calls Management
2.1 To scrutinize and register the Service Calls received in CRM,from all modes(Incoming phone calls,Customer email,Direct portal
entry(Web),Direct Customer interaction,Social media,Mobile apps) under Warranty/Chargeable/AMC with Spares/AMC without
Spares
2.2 To collect the cusomer inputs using standard questionaire to assess the type of Defect/fault, Service Product to be
recommended,Parts requirement,Lead time,Customer Segment,Region,Machine type and Machine Life
2.3 To provide the CRM ticket number,preparing necessary quote using Service products price master and parts price master for
forwarding to the customer based on type of defect/faullt recorded.
Also to arrange for the Field visit by the Service Engineer if required for assessment of service scope in person
2.4 To obtain the customer acceptance for the quote providing necessary Service Product clarification/Lead time and SLA
confirmation.
Also to co-ordinate with Field Service/Sales team for handling the customer discount request and forward the amended quote with
tracking on revision level
2.5 To follow up for getting the customer acceptance on the quote and plan for the spares arrangement if any & Service engineer
visit.
Also arrange to send the proforma invoice with service scope
2.6 To update the overall Service Planning sheet with schedules committed,resource available(including
MTC&Production),Priority,Estimated time,Due date,Assigning to queue,List of preparatory works/Things under the customer scope
2.7 To co-ordinate and complete the service call with Service engineer and obtain the detailed Service report with Fault repair
details
2.8 To ensure closing of the Service Call and send the original invoice along with customer feedback form to customer after service
visit
2.9 To record the defect/repair details in the Machine history and generate the RCA along with CAPA in co-ordination with QA
team.Also to send a copy of RCA details to the customer with recommendations for Training,Comprehensive AMC etc
2.10 To follow up for the payment and sending a thank you mail upon payment collection
Business Rules / Policies
1.To execute work activity by applying organizational expertise, updating work orders and contracts,
and reconciling invoices in the field.
2.To ensure work schedules are optimized by considering all service orders against all constraints and
total technician capacity — simultaneously.
3.To analyse and trigger planned & unplanned service orders primarily based on data captured
directly from the serviceable asset.
4. Programmatic forecasting and planning of spares stocking levels to meet customer expectations at
lowest total service/inventory costs.
5. Increase billable volume by cutting unproductive tasks – for example, boosting the first-time-right
ratio, decreasing re-works and avoiding unnecessary trips,
6. Increase technicians’ rate of work by optimizing workflow or providing better tools and reduce
problem resolution times through training and by providing access to expert support.Shorten travel
times with better dispatching by applying sophisticated workforce deployment and routing
techniques
7. Performance benchmarking across field service teams with best practice sharing across the
organization
Development of standard methods based on proven best practices and usage of new technologies
(e.g., mobile devices,
8. To monitor the KPIs related to field service like
-Average daily work orders completed per Service Engineer,
-Average hours per Service Engineer per day spent working on customer sites (“wrench time”)
-Average travel time per work order (“windshield time”)
-Mean time to repair (MTTR)
9. To monitor the KPIs related to support functions like
- First time part fill rate
- First-call resolution rate
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- Machine down waiting part (MDWP)
- On-time part delivery
Basics of After Sales Service Process – An overview
Integration
Integrated with CRM
Integrated with Customer master
Integrated with Material Master
Authorization
Discounts approval
Service Visits approval
Key Reports
Percentage of work orders completed late
Service contract compliance percentage
Spare parts inventory turns
Spare parts stock-outs/back-orders
Revenue Influenced per Executive
Time Allocation and Utilization per Executive
Exceptions for Process
Customer Ordering Process
Remarks if any
Next Process Name
Customer complaints management
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