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Sherwin-Williams Paint Warranty Programme. Content. Introduction & SW objectives Short summary & key facts Selection & Warranty process Customer Satisfaction Index Documentation Claim process Summary. Successful companies. - Add value to their customers;
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Sherwin-Williams Paint Warranty Programme
Content • Introduction & SW objectives • Short summary & key facts • Selection & Warranty process • Customer Satisfaction Index • Documentation • Claim process • Summary
Successful companies - Add value to their customers; - Develop a strong customer base; - Position themselves as a key supplier.
SWAE objectives • Help you deliver value to the car drivers; • Protect your bodyshops from local bodyshop competition; • Demonstrate AWX premium brand status.
In short, what is S-W AWX Warranty ? • Marketing Tool designed to • Develop business, • Increase customers’ Satisfaction & Loyaltyfor SW Bodyshops.
Warranty key facts • 5 years; • AWX technology; • Simple specifications to join; • Compulsory training for painter; • Usual warranty cover & limitations; • Includes registration, CSI* & reporting via Internet. * CSI : Customer Satisfaction Index
Bodyshop & Painter Selection Process To offer the warranty, Bodyshops are audited (satisfy minimum technical standards) & employ A-Tech/AWX trained Paint Technicians (satisfy minimum knowledge/ability standards)
Bodyshop Repair & Warranty Internal Process (1/2) Accident Estimate of Car Damage & Negotiation with Ins. Company Repair Order issued Repair carried out Bill prepared by Bodyshop Administration Delivery of the repaired car to driver
Bodyshop Repair & Warranty Internal Process (2/2) Warranty card given to the driver (inc. shop ID & RO) (Warranty card contains instruction to benefit from warranty) Driver fills in customer data + CSI on internet Warranty certificate sent by email to driver CSI data consolidated & analysed Quarterly CSI data analysis delivered to the bodyshop
Car driver Warranty Process • Simple to manage with key benefits for the bodyshop: • Warranty registration filled in via Internet by car owner ; • Registration activates the warranty for 5 years; • Warranty certificate sent by email to car owner. • Quarterly reporting of CSI* data to the bodyshop via sales team; • Very limited administration for the shop for the whole process. * CSI : Customer Satisfaction Index
SW Customer Satisfaction Index • CSI delivers a wide range of info to the bodyshop: - Quality of repair & customer care; • Car drivers’ details for direct marketing; • Needs for specific training (tech/comm. - customer care, smart repairs, etc . . .); • Opens opportunity with existing customers for referrals (friends, colleagues, etc …) and additional business (servicing, tyres, etc …); • Secures the business.
Warranty Pack 1/2 Click to enlarge the image
Warranty Pack 2/2 Click to enlarge the image
1) Brochure 3) Display 6) Poster 2) Mirror Hanger 5) Colour Ref. sticker 4) CS/Registration Form
Process, in case of a Warranty request Driver comes back to your shop with its car, original bill & initial warranty certificate obtained through internet Bodyshop check driver documentation & identify area of repair If request is justified or if in doubt, Bodyshop to contact S-W Distributor S-W Distributor will arrange for S-W local area representative to come & check the repaired area If the damage is covered by the warranty S-W will cover the cost of the repair (paint & labour).
Benefits of Warranty Programme to SW bodyshops • Promote the bodyshops; • Enhance professional image; • Add value to the repairs at not additional cost; • Support the repair business, increase retention & referrals; • Opens opportunity for direct professional (e)mailing campaigns.
Are you READY to deliver guaranteed satisfaction to your customers ?
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