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Propellor

After Sales Services

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Transforming Challenges into Opportunities in After Sales Services Management

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KERRY could establish aftersales management either from scratch or improve the existing structure depending on the strategy and expectations of the enterprise.

 

ASSESSMENT

  • KERY conducts assessments to develop and implement the correct strategy.

  • KERY designs processes, commercial incentive models, management models, service models, in line with the business strategy & business plans after the assessment.

  • KERY also prepares the feasibility report for an investment in establishing or improving aftersales services department and network.

 

DESIGNING AFTERSALES CONCEPT, MODEL, ORGANIZATION & STRATEGY

  • The Strategy Set-up includes a package of concepts, approaches, processes, business model for team and organisation set-up with channel establishment to meet the requirements of the enterprise.

  • The Process Set-up includes preparation of procedures, processes, work flows, job profiles, duties/responsibilities and documentation in the aftersales management system and communicating with the management and the employees of the enterprise by conducting seminars.

  • The Organization Set-up includes recruitment, training and performance management of the employees in the aftersales services department. Our services is not limited with setting up the aftersales services team. It also includes the design, implementation and then audit of the teams, warehouses, work stations, employees and the execution of the after sales services, site services, customer support services, spare part support, repair services and maintenance works as well as the infrastructure for the successful operation of aftersales in the enterprises.

  • The Competence Set-up includes designation, configuration and specifications of products and services and their training to employees and aftersales network of the enterprise.

  • The Customer Support Set-up includes the foundation of customer support function with CRM system, 7/24 customer support system and spare part support system. We design each support system with its processes, procedures, teams and infrastructure such as inventory set-up, stock management and audit system after assessment of the needs, expectations and requirements of customers with legal compliance.

  • The Customer Value Management Set-up includes added-value services for generating both added value for the customers and profit gain for the enterprises which is a quality-centric process, starting from final quality control, PDI, take-over and periodical cares during warranty with specific performance metrics on product performance to extend the product life on site and generate additional services and revenue streams for the enterprise with service and performance agreements. By this set-up, the aftersales services are transformed from a source of customer complaints into a profit generating center with the management dashboards (KPI), performance metrics and the reporting module.

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ESTABLISHMENT/IMPROVEMENT of AN AFTERSALES SERVICES MANAGEMENT SYSTEM

  • KERY do not only introduce the concept, but also establish the aftersales management to meet your expectations and requirements. After establishment, we also audit the system periodically.

  • KERY introduces a total solution in which processes, documentation, team building, audit and process improvement works are developed, linked and then consolidated to each other.

  • KERY establishes the correct infrastructure to the enterprises for the best efficient management and reporting of services, spare parts, dealer management, training, customer support, CRM and S&OP.

  • KERY integrates aftersales management to the heart of the operations and link the system with HR, Finance, QHSE, and engineering.

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ESTABLISHMENT/IMPROVEMENT of AFTERSALES TEAMS & SERVICING DEALER NETWORK

  • KERY believes that an efficient aftersales management needs correctly built aftersales team.

  • KERY designs aftersales teams and servicing dealer network as a function of workload, levels of exercise and skill sets required.

  • KERY establishes, develops and trains servicing dealers for the enterprises so that the enterprises could go where the customers are with the support of a web portal/CRM system in which there is an online site service support and spare part order & tracking system for the dealers and 7/24 customer support network for the customers.

  • KERY establishes a customer feedback mechanism in which the customer feedbacks are learned by the engineers of the enterprises and then transformed by them into organizational knowledge. By this way, they could learn the core reasons of site problems or warranty problems and then develop new products or improve the existing ones.

  • KERY believes that sustainable success in aftersales management is achieved by strict audit processes. KERY audits the teams, commercial & service network and professionals to assess their performance, capability and skills in QHSE, warranty, sales, service and spare parts.

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ESTABLISHMENT/IMPROVEMENT of SERVICE OPERATIONS

KERY establishes Service Operations System which includes standards, norms, policies, processes, procedures, work flows, blueprints, job descriptions, best operating practices, reporting system and web portal for:

  • MRP/ERP/Capacity Planning of Service Operations, Parts and Aftermarket Solutions

  • Product Management (Service Configuration, BOM and Product Tree Management)

  • PDI, Final Quality Control and Take-over (Before-Sales Services)

  • Customer Support Services, Dealer Services, 7/24 Emergency Services, Site Services, Contractual Services, Project Services, Site Inspections/Assessments/Audits, Site Repairs/Retrofits/Upgrades/Replacement/Overhaul Services, Periodical Maintenance Services, Installation & Commissioning services  & Warranty Services with Site Service Improvement Plans, Manpower Scheduling-Capacity Planning-Cost Management (Site Services)

  • Customer Warranty Claims, Warranty Returns, Warranty Registration, Warranty Processes (Warranty Operations)

  • Warranty Analytics, Assessment & Reporting (Warranty Reports)

  • Supplier Recovery and Supplier Warranty Claim Management (Vendor Claim Management)

  • Warranty & Contract Planning, Service Agreements & Maintenance Contracts (Contracts & Agreements)

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ESTABLISHMENT/IMPROVEMENT of SPARE PART/AFTERMARKET OPERATIONS

Each enterprise has significant number of aftermarket solutions, spare parts, filters, kits, consumables, accessories, components, equipment, lubes, oil and other materials, either genuine or re-branded that they need to stock and deliver to the customers when they need. This is a challenging task which could bring losses to the enterprises and the dissatisfaction to the customers. 

KERY establishes Spare Part/Aftermarket Operations System which includes processes, procedures, work flows, job descriptions, best operating practices, reporting and web portal for establishment and management of:

  • Warehouse for enterprises, their branches and dealers including selection of location, capacity planning, lay-out planning, storage planning & addressing, selection of equipment/rack/storage areas, RFID/Barcode Systems, Order Tracking Portal and consulting to meet the needs and the product flows of the customers to determine the most appropriate storage solutions

  • Spare Part Management System for registering, tracking and reporting the results of the processes for Customer Order Management (RFQ, Offer, Order, Pick & Pack, Transportation, Invoicing); and the operations of S&OP, supply chain, inventory, procurement, pricing, quality management, material resource planning and financial results  

  • Spare Part Configuration System for the management of the IDs/RFID/Barcodes/Shelf Address/Shelf Location and configuration of products supported with spare part catalogues, price lists, stock & inventory lists

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ESTABLISHMENT/IMPROVEMENT of CORRECTIVE &PREVENTATIVE ACTION MANAGEMENT

  • KERY introduces a customer-centric corrective and preventive action management system in which the customer feedbacks, site investigations on root cause of failures and the market expectations are integrated into corrective and preventive action management system.

  • This system is a perfect tool for failure-mapping, product development and cost reduction actions of the enterprises as a platform in which quality metrics are matched with the results of the assessment of field data by services to assess the quality level, cost levels and performance levels in matching customer expectations and design criteria of the products and services by the enterprises.


AUDITS, CERTIFICATION and CONTRACTS

KERY audits the below, assess their performance and report to their management as third party service provider:

  • Service teams, service centers, servicing dealers, work stations, warehouses, vendors, customers, job sites

  • Management system, processes and strategies of service, spare parts, warranty, sales, marketing and quality

  • Service Operation System including work order, service report, claims, warranty and field reporting system

  • Spare Part Management System

  • Performance of After Sales Services and Site Services in the locations where the services are executed.

  • Agreements & Contracts for service, maintenance, extended warranty and vendors, final quality control & PDI

 

TRAINING and SEMINARS

KERY conducts on-site and in-house after sales trainings and seminars to the service teams and dealers in Turkish or English which include: 

  • technical (product or services)

  • process (service, warranty, spare parts)

  • quality (customer satisfaction, fault-finding, corrective & predictive actions)  

  • personal development trainings

 

DOCUMENTATION, CERTIFICATION & TRANSLATION

  • KERY prepares documentation, processes, certificates and manuals for training, spare parts, service and warranty both in Turkish and English (including spare parts manuals & CDs,  instruction manuals, service manuals, etc.).

  • KERY conducts technical translation of documents in Turkish and English

 

MARKET RESEARCHES

Go-to-market activities must be justified by the revenue potential of each market, the degree to which competition exists in those countries, and the market demand data. To that end, it’s critical to conduct extensive market research to evaluate and prioritize which global markets to enter. KERY is experienced in market researches. We support the enterprises in defining the objectives of research, determine research design, collection and assessment of data before presenting the research report.

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MARKETING MIX and THINK GLOBAL/ACT LOCAL

KERY supports the enterprises to define their Marketing Mix (Product, Price, Place, Promotion), Globalization and Localization Strategies in the parts and after sales services for their home and target export markets so that the enterprises could adapt themselves and their strategies to the markets in which they are active.

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ONLINE TRACKING & REPORTING SYSTEMS

  • KERY introduces a system for servicing dealers for track service history of products and services, customer history, spare parts orders, warehouse stocks & track their warranty payments. This system also allows them to follow their orders, debts, income and receivables online. They can also perform RMA and RGA from the system.

  • KERY enables the aftersales teams, dealers and vendors to take reports from the system periodically on financial, economical, technical and operational metrics. The reports of the analyses could be available online. The analyses includes product failures, service costs, work orders, maintenances, data (customer, dealer, product or service), history (failure, customer, product and service), spare part stocks & inventory, finance and accountables; and sales.

  • KERY could prepare a set of reports for different periods (weekly, monthly, quarterly and yearly) & communicate with top management for further actions about corrective & predictive actions, PDI & PDR performance, take-over performance, fault-finding studies, risk management studies, complaint management studies, dealer management system, CRM, product configuration and final quality control activities.

 

ONLINE WARRANTY MANAGEMENT

KERRY recognizes the vendors and servicing dealers as partners of quality improvement and warranty cost reduction activities. Under this purpose, online warranty claim and vendor claims management system is built as a common platform for the enterprises, their dealers and vendors in which warranty claims are tracked, assessed & reported. 

 

ONLINE SERVICE, SPARE PARTS AND DEALER MANAGEMENT SYSTEM

  • KERY  designs online management system for service, spare parts and dealer management so that dealers could register customer complaints, generate work orders & service reports, make warranty claims, and specifications of products and services.

  • This system also allows the dealers and their personnel to take trainings online, track their performance in each segment of aftersales services; and download documentation such as spare parts manuals, service manuals and bulletins from their computers, tablets and laptops.  The site engineers and service technicians could generate, fill & sign a service report before taking the customer approval in electronic format and even print the report on the customer site!

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CORPORATE IDENTITY

KERY establishes Corporate Identity that includes the standardization of the after sales services team, operations and the servicing dealer network under corporate identity that includes visuals, processes, manuals, documentation and work flows as well as its marketing communication, corporate identity seminars, architectural projects, etc.

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