SERVICE EXCILLENCE – VENDING MACHINES

SERVICE EXCILLENCE – VENDING MACHINES

GTM

OUR MISSION

Customer Satisfaction

Service Quality

Uniform Branding

Product Quality

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

Good Relationshi

p with

Client

Smooth

Business

Operation

s

Minimum Downtime for

Machines

Profitablity-Use

of Spares at minimum

Customer

Satisfactio

n

Technician –Front RunnerOf Company

The Machine is the Heart of our VendingBusiness

SAFETY

Quality & Hygiene

Maintainability

WAY OF WORKING

• 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

HIGHLIGHTS OF GTM

FORMATS TO DATA CAPTURING

Work order format , filling by technician

BM/PM sticker , filling by technician

Call centre sticker

CALL CENTRE

Centralized Call Centre

18002003836

Confirmation on customer mobile through SMS for call

registration along with complaint num

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

PROCESS FOR CALL REGISTRATION AT CALL CENTRE

Machine Asset no Call centre sticker with

machine asset no

Call forwarded to respective service provider through

netsuite software

SERVICE CENTRE

Service centre

Route Supervisor-1

PM Technicians

BM Technicians

Route Supervisor-2

PM Technicians'

BM Technicians

SERVICE STRUCTURE

Technician ratio 60mc/tech

Complaint received from Call centre through netsuite at service

centre

Call forwarded to respective area technician

Outlet visit by technician and attend the call

Call completed

SMS received by Technician with outlet detail and visit time

SMS received by customer with technician name and time

PROCESS FOR BREAKDOWN CALL

Call partially closed in system

Sms forwarded by technician to service centre for call completion

Filling service report with work done and spare consumption detail

Report verification by customer with seal and signature

SMS received by customer for call closing and feed back for

call satisfaction through SMS reply

Call is fully closed in system

Customer is satisfied 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 YOUMandeep Trading Co