Solution

Overview

Generating customer satisfaction Impact

Improve service profitability

and reduce product-return
costs with best-in-class
customer support
Consumer electronics manufacturers today face the key challenge of effectively
managing the twin objectives of costs and revenue generation through a customer
service and retention strategy.

PROCESS ANALYTICS TECHNOLOGY

Seamlessly integrating customer-facing processes can enable intelligent servicing

across multiple channels of customer interaction, improving not only efficiency but
also impacting customer experience positively.
Consumer electronics manufacturers face the
following key challenges:
Service fulfillment inefficiencies that lead to

1 cost overruns

support, manufacturers lose out on a captive

revenue stream due to the lack of visibility
and control. Only one in four manufacturers
receives out-of-warranty repair revenues from
ASCs for such transactions.

Inadequate coordination between customer

services, field services, parts fulfillment, and
reverse logistics functions has resulted in
up to 30% higher costs for servicing. This is
primarily due to the increased manual effort
in integrating customer information across
all touch points for the effective resolution of
customer requests.

An integrated solution influencing

multiple impact areas

High product returns are a drag on

Process

2 profitability

Product returns account for as much as 8% of

customer sales, while organizations spend an
additional 56% of sales on managing returns.
Increasingly liberal return policies in todays
competitive market further accentuate the
problem. As much as 70% of these returns
can be reported as no trouble found, which,
if effectively managed, can reduce costs while
improving customer satisfaction. Recovering
value from the returned products is a vital
process improvement strategy.
Customers expect engagement, not

3 interaction

A lack of timely and proper resolution, multiple

follow-ups, and limited visibility regarding the
status of service requests result in negative
customer experiences.

4 Revenue loss on out-of-warranty support

When customers directly approach authorized
service centers (ASCs) for out-of-warranty

A combination of integrated customer issue-resolution

processes, advanced metrics measurement frameworks
and analytics, and focused process-driven technology
can transform operations for consumer electronics
manufacturers, leading to reduced service costs.

A scientifically designed process seamlessly

integrates four different components that are
currently sub-optimally managed in silos by most
organizations:
Product support Includes effective multi-channel
pre-sales support, order management, and technical
product support
Field service support Enables field engineers to
maximize the wrench/repair time through support
for activities such as debriefing, field scheduling,
dispatch creation, and tool sourcing
Parts fulfillment support Enables the right part to
be moved to the right place by supporting activities
such as back-order follow up and shipment tracking,
and it handles crucial functions, such as parts
planning and forecasting
Returns management Enables intelligent screening
and reduction of returns using an analytics-driven
knowledge-management engine and manages the
entire reverse-logistics cycle for returned products in
a cost-effective manner

GENPACT | Solution Overview | 2

Our Knowledge Management experts would help

redesign the overall process, ensuring integration
with customer and manufacturer preferences for
all leading product families

Contact center operational analytics, which

focus on customer behavior patterns and emotion
detection, are combined with social media
analytics to enhance the customer experience

Analytics

Technology

Our extensive industry experience with regard to

enabling clients with knowledge-driven analytical
insight can help organizations not only improve
their day-to-day operations but also provide longterm business benefits that impact the upstream
and downstream processes.

The focused use of technology integrates

information and processes across the various
ecosystem touch points and provides real-time
visibility for events and transactions, which in turn
supports informed decision making.
A well-designed technology landscape, developed
in consultation with niche technology partners,
integrates frontend customer contact systems with
backend applications, such as CRM and ERP, to
address specific business requirements

Predictive analytics, which are focused on failure

forecasting and inventory requirements, allow for
more effective resource planning
Analytics on cross sell/upsell opportunities and
out-of-warranty service requests can generate
additional revenues
Analytical modelling, driven by our knowledge
management (KM) engine and supported by
multiple data sources, such as CRM and ERP, ensures
improved and intelligent customer interactions
Return propensity analytics, which is based
on the various reasons why customers return
products, reduce the number of sales returns

Harnessing cloud, social media listening, and

mobility-based applications helps to provide
differentiated and cost-effective services
Easily configurable and seamlessly integrated
web-enabled technology platforms allow for
knowledge management
A robust contact-center technology infrastructure
provides seamless routing, prioritization, and
triaging to optimize costs while providing a worldclass customer experience

Service support: Key solution components

Includes effective multi-channel
pre-sales support, order
management, warranty support
and technical product support

2
Product
Support

Enables field engineers to maximize

the wrench/repair time through
support for activities such as
debriefing, field scheduling,
dispatch creation, and tool sourcing

Field Service
Support

4
Analytics driven
knowledge-management engine
manages the entire
reverse-logistics cycle for returned
products in a cost-effective manner

Decouple

Returns
Management

Genpact
Service
Support

Parts
Fulfillment
Support

Analytics Driven
Knowledge Management
Integrated Technology Platform

Enables the right part to be moved

to the right place by supporting
activities such as back-order follow
up and shipment tracking and it
handles crucial functions, such as
parts planning and forecasting

Consolidate &
Centralize

Driving faster issue resolution by integrating customer contact with field and
parts support, and returns management

GENPACT | Solution Overview | 3

Our integrated approach enables customers to

realize the following results in quantifiable metrics:

building remote diagnostics and a stronger

knowledge base to reduce returns

Improve customer satisfaction (515%) and firsttime resolution (2530%) by

reducing the costs of managing returns

driving end-to-end customer satisfaction through

customer service and field/service center
ensuring on-time service fulfillment
improving turn-around time (TAT) for return
Enhanced customer satisfaction
Utilized an analytics-based six-sigma approach
to increase customer satisfaction by 8%,
which contributed to a $15 million increase in
revenues

enhancing self-service by introducing selfhelp portals

Enhanced field-engineer capacity and
improved parts management
Reduced back orders and delivered $9 million
in savings
Improving field engineer productivity reduced
the field capacity by 21%
A 44% reduction in the field inventory
released $28 million in working capital

Why Genpact?
Enhance out-of-warranty revenue (up to 50%) by
enabling out-of-warranty revenue expansion
through visibility enhancement
improving returns remarketing and e-auction
administration
Improved supplier warranty recovery
and return
Deployed lean recovery frameworks to achieve a
47% reduction in the parts return cycle, leading to
a savings of $2.5 million, while increasing recovery
by 122% in one year, which amounted to $122
million in cash

We have extensive expertise in customer support

services and aftermarket services (AMS) and a
history of servicing blue-chip clients across the
entire value chain, including covering customer
and field service, parts management, contract
management, returns, and warranties.
We have expertise in applying intelligent insight,
using analytics to make technology smarter, and
we know how to redesign processes to better
leverage technology.
Our proprietary assessment framework enables us
to deliver a customized solution tailored to exceed
your organizations end goals and expectations.
Contact us to discover what we can offer in the
service support domain for your organization.

Improve service profitability (1015%) and lower

the cost of returns (1520%) by
empowering field service teams with partsrequired information to reduce field visits
improving visibility on parts to increase
inventory turns

GENPACT | Solution Overview | 4

About Genpact
Genpact Limited (NYSE: G) is a global leader in designing, transforming and running business processes and operations, including those that
are complex and industry-specific. Our mission is to help clients become more competitive by making their enterprises more intelligent through
becoming more adaptive, innovative, globally effective and connected to their own clients. Genpact stands for Generating Impact visible in
tighter cost management as well as better management of risk, regulations and growth for hundreds of long-term clients including more than
100 of the Fortune Global 500. Our approach is distinctive we offer an unbiased, agile combination of smarter processes, crystallized in our
Smart Enterprise Processes (SEPSM) proprietary framework, along with analytics and technology, which limits upfront investments and enhances
future adaptability. We have global critical mass over 65,000 employees in 25 countries with key management and corporate offices in New
York City while remaining flexible and collaborative, and a management team that drives client partnerships personally. Our history is unique
behind our single-minded passion for process and operational excellence is the Lean and Six Sigma heritage of a former General Electric division
that has served GE businesses for more than 16 years.
For more information, contact, hightech.solutions@genpact.com and visit www.genpact.com/home/industries/high-tech
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