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