Visualize quality through guarantee of service levels!

 

Full Service

Problem:

  • Expected loss of market share due to price premium not justified by experienced quality differential
  • Repair cost considered intransparent and to high
  • Quality image endangered by higher complaint rates an new and innovative products

Approach:

  • Benchmarking of prices and services from competitors
  • Analysis of usage and repair frequencies among different users
  • Blueprinting of customer focused repair processes

Solution:

  • Significant extension of time and coverage of "full service" warranty
  • Communication of "Total cost of Usership" through sales and marketing programs
  • Redesign of repair processes for speed and efficiency

 

Results:

Prices maintained and even slightly increased

Competitors were eventually forced to introduce high priced warranty extension packages 

Repair down-time for customers cut in half at 30% higher efficiency levels