Win Customers Over With PICKME

Doorstep Gadget Care

DEMAND

SUPPLY

THE MOMENT OF TRUTH The “Moment of Truth” In customer service is an instance of contact or interaction between a customer and firm/store through a product, sales force, or visit that gives the customer an opportunity to form or change an impression about the firm/store.

YOU

GREAT PRODUCT RANGE

COMPETITOR

GREAT PRICE OFFERS

GREAT DISCOUNTS

GREAT VALUE-ADDS

DOORSTEP PICKUP & DELIVERY FOR SERVICE

P PP PP PP P

DEMAND

SUPPLY

DISCOVER YOUR MOMENT OF TRUTHWITH PICKME GADGETCARE’S WINNING EDGE

After sales service is more important than assistance before sales; it is through such service that one gets permanent customers.

Konosuke MatsushitaFounder - Panasonic Corporation

Each customer contact is a unique, unrepeatable opportunity for a company to differentiate itself from the competition.

Consumers care about service for many reasons, but two stand out: • Total Cost of Ownership • Convenience of service when needed

WHAT DIFFERENCE DOES SERVICE MAKE?

CUSTOMERS REJECTED PRODUCTS BECAUSE OF POOR AFTER SALES SERVICE.26%

WHAT DIFFERENCE DOES SERVICE MAKE?

BUYING EXPERIENCE IS BASED ON HOW CUSTOMERS FEEL THEY ARE BEING TREATED.70%

WHAT DIFFERENCE DOES SERVICE MAKE?

DISSATISFIED CUSTOMERS WILL TELL 20 MORE PEOPLE ABOUT THEIR BAD EXPERIENCE.13%

AFTER SALES SERVICES TAKES A LOT OF TIME

PRODUCT 2013 2014 2015

SALES 24000 36000 60000

DEFECTS 2400 3600 6000

SERVICE REQUESTS

240 360 600

By 2015 Service request is likely to consume a large part of your sales time !

POSSIBLE SOLUTIONS

Get the PickMe competitive edge

OPTION #2OPTION #1• Provide service assurance• Effort to service footfall• Escalation handling • Consume time & efforts of staff• Extra manpower cost to collect, maintain and travel to service centre• Risk of losing customers because of poor service support

WHAT’S THE PICKME WINNING EDGE?DOORSTEP GADGET CARE

DOORSTEP SERVICE• Pickup / Technical assistance / Drop

SERVICE NETWORK• Associate with quality partners• Strong focus on repair operations• Less number of centers required• Easy to manage call flow and TAT• Lower dissatisfaction rate

OPTIONAL TRACKING• Track actual tertiary • Connect with actual user

SMART ANALYTICS• Monitor genuine feedback/suggestions

WATCHES

CAMERAS

MOBILE PHONES

LAPTOPS

TABLETS

DATA CARDS

WHAT PICKME OFFERS YOU

l Almost zero service footfall, no service escalations l Assure customer for hassle free service experience l Reduce cost on service supportl Earn revenue bonusl Provide “Moment of Truth” and save customer churnl Win Customer loyalty

$$$

VALUE ADDED SERVICE

HIGHER REVENUES

LOWER COSTS

Driving Time Parking Time Waiting Time Repair Time Delivery Time Pick me Time0

10

20

30

40

50

60

70

60

10

30

60

1510

Mins

Total Time for Personal Visit = 2.55 Hrs

Pickme Time 10 Mins only

TIME ADVANTAGE – PERSONAL VISIT VS. PICKMEA VALUE-ADD YOUR CUSTOMER WILL VALUE!

Car

Taxi

Auto

Bus

Pickme

0 2 4 6 8 10 12 14 16

15

6.2

7.5

4

2.3

INR/KM

COST ADVANTAGE – PERSONAL VISIT VS. PICKME

SUPERIOR CUSTOMER EXPERIENCE

1 2 3 4 5

Job no. SMS to client

• Creation of JOB Sheet• Inspection of Unit• Scan/Collect

Documents

• Visit Authorized Service Center• Register Call and

collect Work Order

Online status update

• Collect Unit From Service center• Deliver to

customer

Work Order emailed with online tracker details

Expected delivery date emailed to customer

The Pickme Smart Link Process

Pickme representative visits the customer

Pick-up request by client

6

Communication updates at each step

QUALITY & ASSURANCE IN GADGET CARE

QUALITY• Authorized service

Centers

SAFETY• In transit

Insurance• Special

Gadget Carrier

bags

ASSURANCE• Confirmation Call• Status Updates

EFFICIENCY• Same day

Pick Up• Online tracking

… ANDWIDESPREAD NETWORK

Areas served by Pickme

Coming Soon

A GREAT GADGET +

PICKME SMART LINK TO GADGET CARE

= HAPPIER CUSTOMER & HIGHER

REVENUE!

BENEFITS OF CUSTOMER RETENTION

REDUCTION IN CUSTOMER DEFECTION BY 5% CAN INCREASE PROFITS BY UP TO 95%.95%

BENEFITS OF CUSTOMER RETENTION

THE COST OF GETTING A NEW CUSTOMER, COMPARED TO KEEPING AN OLD CUSTOMER. 700%

BENEFITS OF CUSTOMER RETENTION

CHANCE THAT A CUSTOMER WILL CHANGE LOYALTY IN CASE OF SERVICE PROBLEM.

400%

BENEFITS OF CUSTOMER RETENTION

CHANCE OF SELLING TO OLD CUSTOMERS. IT CAN BE AS LOW AS 5% FOR NEW CUSTOMERS.70%

BENEFITS OF CUSTOMER RETENTION

DECREASE IN COST IS THE SAME AS 2% INCREASE IN CUSTOMER RETENTION.10%

To discuss how we can add value to you do get in touch with us:

Email: info@pickmeindia.comMobile: +Website: www.pickmeindia.com