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Service Management Advisory and Consulting Services

KERY offers Service Management Advisory and Consulting Services for:

  • Service Management

  • Field Service Management

  • OES/OEM/Re-branded Aftermarket Solutions Management

  • After Sales Services Management Services Management

  • Dealer Network Establishment and Improvement Services Management

  • ERP/MRP/Capacity Planning and Inventory Management of Parts/Aftermarket Solutions, Warehouses and Service Facilities

  • Design, Operations Consulting and Implementation of Web Portals for After Sales Services Management, Parts Order Tracking/Management, Field Service Management, Warranty Management and Aftermarket Solutions Management

 

Service Management 

Service is an intangible product that brings utility or value to the customer. Service Management is thus a managerial discipline focused on a customer and a service. Service management is multidisciplinary field which is related to many other management fields. 

The term service or service management is in practice used in different ways and management levels:

  • Service in the economics - as the market sector (service sector in developed countries produce 60% of GDP)

  • Service in management as a mechanism (way) of organizational management (SOEM, SOM)

  • Service in informatics as a way information system management and development (SOA) 

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KERY support enterprises to build their:

  • Service Management Strategies, Processes, Procedures, Blueprints, Best Operating Principles

  • Service Management Portals or In-house Software Applications (We advise FRESHDESK as Service Management Software)

  • SLAs (Service Level Agreements), SLM (Service Level Management)

  • SOA (Service Oriented Architecture), SOM (Service Oriented Management)

  • SOEA (Service Oriented Enterprise Architecture), SOEAM (Service Oriented Enterprise Management)

  • TLM ( Total Loyalty Marketing)

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KERY also assess and re-structure the operations or optimize the processes in the related management fields at the enterprise:

  • Change Management

  • Innovation Management

  • Marketing and Sales

  • Process Management

  • Quality Management

  • Risk Management

  • Strategic Management

For more details, explore the CONCEPT.

AFTER SALES SERVICES and FIELD SERVICES MANAGEMENT

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Field Services Management 

The aim of effective field service management is to empower your employees to deliver excellent service in every customer interaction. What can be considered ‘traditional’ field service management is evolving, and gaining a deeper understanding of the current and future landscape can help your mobile workers succeed. For more details, please explore FIELD SERVICE MANAGEMENT.

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After Sales Services Management 

  • Customers are the assets of every business.

  • Enterprises must satisfy customers and meet their demands for their positive word of mouth and loyalty.

  • After sales services make sure products and services meet or surpass expectations of customers for customer satisfaction, retention and loyality.

  • The loyal customers start believing in brand, get associated with the organization and start to recommend the organization and its products.

  • A satisfied and happy customer brings more individuals and eventually more revenues for the organization.

  • After sales service plays a pivotal role in strengthening the bond between the organization and customers. However, the enterprises need guidance and advisory to transform the challenges into opportunities firstly by questioning them with the questions given below:

    • Are your customers complaining about your products and services?

    • Are your products & services in poor quality that do not meet the expectations?

    • Do you have problems in customer services, customer support and spare part sales?

    • Do you have high warranty and service costs?

    • Are you sure that your team is capable of performing right service?

    • Are you aware of the customer complaints and customer feedbacks?

    • Could you analyze the root cause of the problems and failures?

    • Don’t your vendors or suppliers meet your expectations in service and support?

    • Do you have frequent calls from angry customers?

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Aftersales Services are not cost center anymore. It is one of the major source for customer satisfaction and competitiveness of the enterprises as a profit and value center with the increasing profit gains and reducing costs of operations and sales. KERY offers you tailor-made solutions for the best effective after sales services with the organization set-up, servicing dealer network establishment and process development.

 

After Sales Services are not cost-center and complaint-center anymore for enterprises who sell their products and need to give aftersales services after the sales cycle. After Sales Services shall provide profit to the enterprises; and satisfaction-loyalty-retention to Clients if they are properly designed under correct advisory. Our experts have more than 20 years of experience in:

  • Establishment, Development, Training & Auditing Service Teams and Servicing Dealer Network

  • Designing/Implementing Concept, Strategy, Model, Processes, Operations, Structure, S&OP and Network for the management of:

    • Services (After-Sales, Before-Sales, Customer Support, Dealer Support, Site, Project , Contractual, Warranty & Claims)

    • S&OP for Parts, Accessories, Components, Kits, etc.

  • Service-Integrated Corrective & Preventative Action Management and Reporting

  • Inspections to review Quality-Warranty-Performance of Vendors, Dealers and Teams

  • Designing Management Dashboards (KPI) & Performance Metrics for Concepts

  • Aftermarket Marketing (Corporate Identity, Marketing Mix, Market Research, Pricing)

  • Localization or Globalization of Products, Services and Business Operations of Clients

  • Permits-Licenses-Approvals-Legal Certifications for After Sales Services Eligibility

  • Online Portals (Tracking & Reporting, Warranty, Parts, Service Operations & Dealers)

For more details, explore the CONCEPT and AFTERSALES SERVICES MANAGEMENT.

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OEM/OES or RE-BRANDED AFTERMARKET SOLUTIONS MANAGEMENT

OEM/OES or Re-branded Aftermarket (Parts, Tools, Equipment, GETs (Ground Engaging Tools), Wears-Tears, Oil, Lube, Consumables, Accessories, Components, Equipment, Tools, Filter Kits, Overhaul/Maintenance Kits). KERY enables the enterprises to develop Aftermarket Solutions either from the Original Equipment Manufacturer (OEM) or Original Equipment Supplier (OES) or from the companeis competing with the OEMs or OESs in terms of quality and pricing for the customers who can not afford to buy genuine or Original Equipment parts or solutions. However, selection, approving and accrediting suppliers is a challenging work that KERY shall support the enterprises to develop the best possible Aftermarket Solution to their customers who have identical solutions to OE parts/solutions but with different packing and part numbers.

 

The Aftemarket Solutions shall bridge the gap between what customer expect in terms of price and quality and OE Solutions could offer with the specifications, quality level, best fit and resistance as the OE part. Some enterprises could have strategy to "hide" the brand, packing and ID number of the OEM/OES Solutions in order to avoid competition with the other market players who are selling the same products.

 

KERY offers these enterprise Re-branding for these Aftermarket solutions under their brand, packing and Part or ID number. KERY introduces solutions to enterprises for their re-branding process including strategy building, concept formation, processes, marketing mix, marketing communication, launches, pricing, market segmentation, corporate identity, S&OPs & implementation of re-branding activities.

For more details, explore the CONCEPT and AFTERMARKET SOLUTIONS MANAGEMENT. 

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Reference Works for Service Management/After Sales Services Management/Aftermarket Solutions Management

  • Establishment-Facilities

    • Teams, Offices and Departments (in Earth-Moving/Construction/Building/Handling Machinery, Industrial Rental Solutions, Energy Solutions, Poles, Gantries, Renewables, PV Solar, Power Generation, Automotive, Machinery, Temporary Power Plants, HVAC, Medical Devices, Boilers & Heat Exchangers, Water Treatment Systems)

    • Warehouses (in Earth-Moving/Construction/Building/Handling Machinery, Industrial Rental Solutions, Power Plants, PV Solar, Nanotechnology, Power Generation, Renewables, Automotive)

    • Workshops (in Earth-Moving/Construction/Building/Handling Machinery, Machinery, Industrial Rental Solutions, Automotive,  PV Solar, Power Generation, Renewables, Medical Devices)

  • Aftermarket Solutions Management (in Earth-Moving/Construction/Building/Handling Machinery, Industrial Rental Solutions, Machinery, PV Solar, Renewables, Power Generation, Automotive, Machinery)

  • After Sales Services Management (in Earth-Moving/Construction/Building/Handling Machinery, Industrial Rental Solutions, Energy Solutions, Poles, Gantries, Renewables, PV Solar, Power Generation, Automotive, Machinery, Temporary Power Plants, HVAC, Medical Devices, Boilers & Heat Exchangers, Water Treatment Systems, Power Plant Solutions, Hybrid Power Plants, Temporary Power Plants, FMCG, Construction, Off-Road/On-Road Vehicles, Mining Machinery)

  • Field Services Management (Utilities, Healthcare, Construction, Telecom, Automotive, Earth Moving Machinery) 

  • Service Management ((in Earth-Moving/Construction/Building/Handling Machinery, Automotive, PV Solar, Renewables, Ecommerce)

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Project Locations for Operations Consulting/Restructuring/Process Optimization 

  • Establishment-Facilities

  • Teams, Offices and Departments (Turkey, Italy, UK, Poland, Czech Republic, France, Austria, Germany, Netherlands, Iraq, Syria, Egypt, UAE, Qatar, Tunisia)

  • Warehouses (Turkey, Netherlands)

  • Workshops (Turkey, Tunisia, France, Austria, UK, Germany, Netherlands, Iraq, UAE)

  • Aftermarket Solutions Management (Turkey)

  • After Sales Services Management (Turkey, Tunisia, France, Austria, UK, Germany, Netherlands, Iraq, UAE)

  • Field Services Management (Turkey) 

  • Service Management (USA, Turkey, India)

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CONTRIBUTION SNAPSHOT

A Turkish Diesel Power Generator Manufacturer market leader in Turkey and leading player worldwide-In the global recession in which diesel generator manufacturers had been suffering to sell to their customers who have budget constraints, brought a new ROI-Oriented Mindset, transforming the manufacturer profile into turnkey system integrator, shifting the internal focus to Solutions. Introduced systems for tracking and measuring quality results, significantly lessened previously wasteful spending on inventory and focused on increasing revenue, profit margins, productivity, operational efficiency and access to projects. Ultimately established cooperation between formerly disconnected teams to unite technical & financial operations and corporate cultural change enabling employees to empower creative problem solving under new structure.

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A U.S. Multinational Life Solution Provider which is active in US-EU-Middle East-Launched new sales, business development and project management processes, products and solutions, re-launch existing products of waste-to-energy plants and water generators and launching them new solutions in  energy business which were derived from a combination of existing products. Transformed marketing materials to strategic messaging with easily understood terms promoting the overall value proposition to the customers instead of product specifications and cost calculations who have technical and challenges in their energy and water stressed territory. This optimization has brought the enterprise to get awarded multimillion USD projects and introduced a totally independent energy and water generation resource which is the first in its kind in the world.

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A Turkish Diesel Power Generator Manufacturer market leader in Turkey and leading player worldwide-In the global recession in which diesel generator manufacturers had been suffering to sell to their customers who have budget constraints, brought a new ROI-Oriented Mindset, transforming the manufacturer profile into turnkey system integrator, shifting the internal focus to Solutions. Introduced systems for tracking and measuring quality results, significantly lessened previously wasteful spending on inventory and focused on increasing revenue, profit margins, productivity, operational efficiency and access to projects. Ultimately established cooperation between formerly disconnected teams to unite technical & financial operations and corporate cultural change enabling employees to empower creative problem solving under new structure.

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An international Dutch Renewable Energy Project Integrator active in 12 countries in the world-In a promising and highly competitive business with regulation challenge, tough environmental conditions, customers with budget constraints and technically challenging problems, devised inventive and creative strategies & innovative solutions comprises PV Solar, Diesel Power Generation & Hybrid Solutions to generate maximum exposure at the lowest possible costs, strict cooperation with PV Module producers and extensive cooperation with the teams at headquarters/subsidiaries by identifying/capitalizing on untapped profitable market opportunities in MENA Region and East EU and transforming the company from a system integrator and cell producer into a turnkey system provider, equipment reseller and solution generating center with a network of dealers. Consultancy to investors for technical/financial feasibility, technology and product selection. Consultancy to Equipment OEMs for market potential assessment and market development efforts. Valuation / financial modelling of ready-to-finance projects to investors and financial institutions.

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Turkish Energy Solutions Manufacturer market leader in Turkey and leading player worldwide-Developed reputation for resourcefulness and ability to deliver real value and tangible results on shoestring marketing budgets, low-budget customers looking for low-value products with budget constraints in challenging and turbulent emerging markets, top customers in the developed markets with strict quality expectations. Brought cross-industrial experience after raising awareness and demand high-quality, economic early-market products in power solutions and green energy solutions, created compelling marketing and sales pitches, aggressively follow bids, tenders & dealer opportunities, shortened sales and production cycles, introduced innovative solutions which improve investment cost of customers and production cost of the company. Built market share with leading edge customers. Built strategic alliances with renewable energy solution providers and develop projects with them in which existing products have higher sales value that improved the profitability of operations and introduced new project awards that generates millions of USD revenue additionally. Created systems in which business development, sales, project management, procurement and production planning teams are integrated and standardized processes that minimized costs while maximizing returns for the company with few investment dollars.

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A U.S. Multinational Turnkey Power Plant Installer and Equipment Manufacturer which is active in 135 countries in the world-Brought track record of success promoting, optimizing existing sales & business development processes, products and solutions, re-launch existing products and launching new solutions in geothermal power plant business which were derived from a combination of existing products. Transformed marketing materials to strategic messaging with easily understood terms promoting the overall value proposition to the customers instead of product specifications and cost calculations who have technical challenges in their existing power plants and who focused on maximum efficiency and revenue gain for their new power plant investments in geothermal, biomass and coal-fired plants. This optimization has brought the enterprise to the market leader in flash plants and cold-end solutions for binary plants, generated a  Hybrid Cold-End Solution (condenser + cooling tower pack) to improve cooling inefficiency in air-cooled geothermal plants during hot weather which is the first in its kind in the world.

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A Turkish Distributor of Diesel Power Generator Manufacturer/Construction Machinery Manufacturer and Rental Solutions Provider in Turkey-In a declining, low profit business in an emerging market, devised inventive and creative strategies to generate maximum exposure at the lowest possible costs by identifying/capitalizing on untapped market opportunities in what was previously considered a «dead-end» market. Played key role in growing business of power train to exporting OEM SMEs, power generation packs to end-users; and aftermarket packs (filters, lubes, oil and  maintenance packs) to the customers and dealers who focus on high quality and economic pricing. Launched new products of Diesel Power Generators, Rental Diesel Generators, Power Train Solutions and Aftermarket Solutions after preparing Strategic Plans, Go-to-Market Strategy & Plans and contract management with vendors. Introduced solutions for technical sales, rental sales, project sales, corporate sales and aftermarket sales after establishing business development team and optimizing the processes, procedures and workflows between sales, aftermarket, drive train, rental, power generation, procurement and supply chain teams to improve revenue and market share in Turkey. Actively accessed more than 200+ OEMs physically in 15 segments, securing prototype and serial production purchase orders with OEMs for drive train solutions.

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A Turkish industrial machinery producer market leader in Turkey and leading player worldwide-In the times of the local recession in which firms had been suffering to sell machines to local customers working for state projects with almost no budget, a transformational shift in business was targeting the customers in MENA Region who had focus on equipment of world leading brands. Played an instrumental role in bringing a new view to the company by focusing on customer-focused projects/services, alternative aftermarket solutions, complementary machinery, attachments, tools, equipment and components and niche projects for local customers and in emerging countries by applying new aftermarket/customer support/dealer support/after sales services marketing and business development strategy, product quality improvement scheme, customer-centric and cost-effective products/services, improved service quality, creativity, pragmatic overview communication skills to build value and keep the company competitive even in the face of declining local market and competitive threats by global giants in emerging markets and challenging gaps in quality perception between the customers and the company. 

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A Turkish automotive bus and truck manufacturer market leader in Turkey and leading player in EU-In the times of the local recession in which manufacturers had been suffering to sell buses, trucks, coaches and their spares to their customers who have almost no budget suffering from the currency fluctuations in the local market, a transformational shift in business was targeting the developed markets like EU countries in which the customers have cultural distance, high quality expectations & strict regulations; and emerging countries in MENA Region who have budget constraints looking for low-budget products in which there was a tough competition from Asian manufacturers. Played an instrumental role in bringing a new approach to the company by concentrating on customer-focused projects for developed countries with high quality and added value, alternative products to emerging countries with economic solutions and aftermarket products for local customers who turned their interest to extend the product life of the vehicles by applying creativity, pragmatic overview and leadership skills to build value, foster flexibility and keep the company competitive even in the face of declining local market, competitive threats in emerging markets and challenging business in the developed markets.

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Service Management

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