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INTERNATIONAL SUPPORT TO END USERS for High Technology Manufacturers & Distributors

YMI Network. INTERNATIONAL SUPPORT TO END USERS for High Technology Manufacturers & Distributors. Manufacturer Contribution Product Manufacturing & Distribution. Partnerships Offer. YMI Contribution Support to the Product End Users. With YMI, cultural gap is a driver, not a stopper.

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INTERNATIONAL SUPPORT TO END USERS for High Technology Manufacturers & Distributors

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  1. YMI Network INTERNATIONALSUPPORT TO END USERS for High Technology Manufacturers & Distributors

  2. Manufacturer Contribution Product Manufacturing & Distribution Partnerships Offer YMI Contribution Support to the Product End Users With YMI, cultural gap is a driver, not a stopper

  3. Distributors & Resellers Manufacturer YMI Contribution Manufacturer’s Customers 1 – “End user support implementation” facilitation Products End Users 2 – Multi-cultural customer satisfaction survey 3 – Multi-cultural End User Care Centre: . usage & fault . repair & logistics

  4. “Part of the Services Assessment Team in Brussels” “Online monitoring tool” 1 – Assistance to your distributors & resellers YMI multinational “Services Operations Assessment Team” helps your distributors and resellers to implement the support to end users that you expect. • CAPABILITIES • EMEA network of experienced services operations specialists • 10 languages covered • Online monitoring tool providing reports, time and cost statistics in real time • Bespoke team to suit your Business Partner Program needs • Short response time REFERENCES Avaya EMEA: September 2000 – 2007 • 250 assessments delivered • in more than 35 countries including Middle East & Africa • 4 working days to set up the team

  5. 2 – Multi-cultural Customer Satisfaction Survey • YMI approach: • adapt the survey approach and the results interpretation accordingly to the cultural differences • ensure that the questionnaire generates concrete business decisions • CAPABILITIES • Worldwide multi-cultural coverage in local language • Customised survey design with client and client’s customers involvement • Paper, Internet, mix and Internet adaptive surveys • Contact management • Advanced data base clean-up, reconciliation and validation • Development of survey application and materials • Continuous Survey delivery and monitoring • Internet reporting application • Business analysis (business driven measuring scales)

  6. 3 – Multi-cultural End User Care Centre • With its partner NSE, YMI benefits from 160 problem solving facilitators shared between France and Hungary. • They provide technical (usage & fault) and admin support mainly to electronic technology products users. • Some figures: • 15 nationalities represented • 16 languages covered • 60 000 calls per months • 30% of technical calls fixed by phone One approach: • interface quality and alignment on end user culture The quality factors: • recruitment of country locals (minimum BAC equivalent + 2 years) • training delivered by experienced problem solving facilitators and by the Methods & Support department • Customer satisfaction surveys • Equipments: - PABX Alcatel 4400 with module 4715 • ACD (Automatic call dispatch) • SDA specialised phone lines per country and bespoke management • support 300 positions and 150 000 calls per month

  7. 3.1 – Multi-cultural End User Care Centre • The Multi-cultural End User Care Centre is backed up by a logistic and repair international organisation: • Problem Fixing:Hardware Maintenance > 25 000 repairs a month • Swap or on site service • Pick up and return after repair • Repair • Recycling > 3 000 products a month • Spare Parts management > 30 000 references • Sourcing • Planning • Stock management, inventory • Return to vendor • Reporting to client > weekly report • Web tracking solution • Dedicated account manager • Business review… • Customs Clearance & Products shipment can be delivered if required

  8. 3.2 – Multi-cultural End User Care Centre Warranty cost to be integrated in the selling price of each unit Examples • NOTEBOOK • Less than 5kg • Customer Interface • Drop-in & delivery • to the end user site • Repair • Full report • from 8 € (*) per sold unit (8% of failure rate) • (*) parts not included • L C D 19’’ • Less than 15 kg • Customer Interface • Swap service • to the end user site • Repair • Full report • from 6 € (*) per sold unit (6.5 % of failure rate) • (*) parts not included • L C D TV 32’’ • Less than 30 kg • Customer Interface • Pick-up & delivery • to the end user site • Repair • Full report • from 11 € (*) per sold unit (9 % of failure rate) • (*) parts not included

  9. YMI Contact EMEA - London Yves Mercier Ymercier@yminet.com 00 44 1 491 572 190 www.yminet.com Free Proposal on demand

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