SERVICE EXCILLENCE – VENDING MACHINES
OUR MISSION
Product
Quality
Customer
Satisfaction
Service
Quality
Uniform
Branding
OUR OBJECTIVE
1. Increase machine up time and reduce volume loss through machine
breakdown by timely preventive maintenance.
2. Machine hygiene as per Unilever standards through proper
Machine audit.
4. Reduction in technical expenditure – Manpower/Spare Cost
5. Costumer satisfaction by immediate call response through call centre.
5 One India - One Model, one sets of Spares – 100% Machine upkeep
Customer satisfaction
WAY OF WORKING
The Machine is the
Heart of our Vending
Business
Good
Relationshi
p with
Client
SAFETY
Smooth
Business
Operation
s
Minimum
Downtime
for
Machines
ProfitablityUse of
Spares at
minimum
Technician –
Front Runner
Of Company
Customer
Satisfactio
n
Quality &
Hygiene
Maintainability
HIGHLIGHTS OF GTM
• Asset coding for every machine.
• Call centre stickers on each machines.
• Route wise customer list for each technician for PM / BM
• Select and trained technician
• Draw up the beat plan to optimize the efficiency of the technician.
• Proper dress code and Equipped technicians with tools, Measuring
Instruments, Spares & Reports.
• Review the mechanism on weekly basis and proper refresher training to
each technician
FORMATS TO DATA CAPTURING
BM/PM sticker , filling by
technician
Work order format , filling by
technician
Call centre sticker
CALL
CENTRE
Centralized Call Centre
18002003836
PROCESS FOR CALL REGISTRATION AT CALL CENTRE
Call to call centre on
toll free no 18002003836
Provide machine related information like
machines asset no, customer name and
address detail, breakdown detail to centre
to registered the complaint
Confirmation on customer
mobile through SMS for call
registration along with
complaint num
Machine Asset no
Call forwarded to respective
service provider through
netsuite software
Call centre sticker with
machine asset no
SERVICE
CENTRE
SERVICE STRUCTURE
Service
centre
Route
Supervisor-1
PM
Technicians
BM
Technicians
Route
Supervisor-2
PM
Technicians'
Technician ratio 60mc/tech
BM
Technicians
PROCESS FOR BREAKDOWN CALL
Complaint received from Call
centre through netsuite at service
centre
Call forwarded to respective area technician
SMS received by customer with
technician name and time
SMS received by Technician with
outlet detail and visit time
Outlet visit by technician and attend the call
Call completed
Filling service report with work done
and spare consumption detail
Report verification by customer with
seal and signature
Customer is satisfied
Call is fully closed in system
Sms forwarded by technician to
service centre for call completion
SMS received by customer
for call closing and feed back for
call satisfaction through SMS reply
Call partially closed in system
Customer is not satisfied
Call reopen in system for next visit and
case escalated to next level
PROCESS FOR PREVINTIVE MAINTENANCE
Platinum account s
Once in month
Gold account s
Once in month
Silver accounts
Once in month
Bronze
Once in two month
• Technician wise Pre journey plan will be defined for each account netsuite
• Reminder for next PM will be automatically generated through Netsuite
• Report for all spares consumption and PM compliance / Non compliance will
generated and circulated on monthly basis to respective person.
PROCESS KPI’S
•
Timely preventive maintenance to each and every machine
•
Minimum call response/ call closer time (3-4 HRS) by immediate call response
•
Min spare cost/Maintenance cost by proper preventive maintenance
•
Update customer/machine master with machine installation/pullout detail
•
Machine hygiene as per Unilever standard through timely
preventive maintenance and pest control
•
MIS generation for all activities like BM calls, PM calls, Spare consumption
technicians efficiency etc
THANK YOU
Mandeep Trading Co