A burgeoning requirement with OEMs is to provide better after-sales support and service. Service contracts act as a continuing revenue stream
through both support services and sale of spare parts.
E-service solutions lower service costs, enhance the user experience and increase revenues for the OEM.
An E-service solution can provide after-sales support services through online searches for spare part information. Online spare parts catalog can be
made available sorted by model numbers. Price check and current availability features help in the buying process. Finally, the customer can directly
requisition service requests, order parts and track open orders from the website.
A further step can be to track specific model and serial numbers. A customer can login with their serial number whereby the web service application
will retrieve all details about the machine, warranty, customer details, etc. It can present customized information to the customer about spare parts for the
specific model, new accessories and updated technical information. This area can also be used to showcase and sell new products and services to existing customers.
An E-service solution is made more effective with the use of a web-based expert system that can provide both customers and OEM start-up engineers with
valuable troubleshooting assistance. to provide valuable troubleshooting assistance. Makers of complex manufacturing systems rely heavily on the
knowledge of experienced technicians to solve difficult problems. Support personnel are not usually available around the clock, but the on-line expert
systems can provide 24 x 7 service on-line to help guide customers through typical problems. By asking a series of questions, the expert system guides the
customer closer to the source of the problem, then makes specific suggestions on how to solve the problem. A well-designed expert system can typically solve
80% of the customer problems without intervention of a service technician, In addition, OEMs can monitor data on the frequency of customer problems and use
this information to improve product design and reliability.
|Support service through technical manuals, telephone and onsite visits.||Support via support website with all technical manuals, wizards, FAQs and walkthroughs.
|Difficult to manage older models, small customers.||Can track individual machines and customers. Can find all information through model number or serial number.
|Expensive to setup 24/7 support.||Always Available.
|Heavy dependence on technical manpower.||Upto 80% of customer problems can be solved without the intervention of a service technician.