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