Services

Service Process Improvements

• Each site is assigned to an engineer
• Regions were further sub-divided into areas/zones
• Separate AMC and add-on sales targets were defined
• Responsible for collecting service receivables

Installed Performance Management

• Mandatory Performance certificate to be obtained every 3 months
• Quarterly Preventive maintenance with backup of customer database

Skill/Competency Development

• Product training to service engineers for new products
• Test for new recruits before confirmation
• Hipath Certification test for existing engineers

Services Process

• Call Center Process
• All Calls Reported at Call Center
• Reporting Tool provides data on pending calls & completed calls
• Reporting Tool also gives engineer wise productivity data
• Escalation of calls requiring material from stores
• Customer wise historical data of calls attended
• Movement of Spares
• Return of faculty spares thru Return order processing
• Site specific data stored in Server
• Automatic Installation Indent to Service Manager
• Creation of Warranty Contract
• Monthly list for due AMC cases
• Daily Service MIS