pickme- smartlinc to gadget care
TRANSCRIPT
Give Your Gadgets The PICKME Winning Edge
HAPPIER CUSTOMERS
HIGHER REVENUE
LOWER COST
$$$
WHAT’S THE BIG DIFFERENCE?
Same price range
Same feature
list
Samebrand appeal 50 50
The customer finds it even more difficult to make a choice!
Most consumer companies find it difficult to differentiate themselves from their competitors.
WHAT’S THE RESULT?
CONTRACTING VOLUMES
SHRINKING MARGINS
HOW CAN COMPANIES STAND OUT?
• Better service is a strong influencer in buying decisions
• Consumers punish brands for poor service experiences
• Two main reasons for the importance of service:• Total Cost of Ownership• Convenience
SERVICE
CRITICAL SERVICE CHALLENGES
• Logistics• Shortage of Service Centres• Selection of Service Partners• Operating Cost of Service Centre• Increasing staff and training cost• Communication• Uneven call flow • Seasonal fluctuations of calls• Tracking of call, fake calls• Pick-up, Delivery & Repair• TAT for addressing service escalations• Dissatisfaction with service• Poor customer handling• Impact on sales
COMMUNICATIONREPAIR
LOGISTICSPICKUP
DELIVERY
WHAT IT MEANS FOR YOU
OFFSITE SERVICE PAIN:MARS A GREAT PRODUCT
ACTUAL TERTIARY:YOUR TRADE CONNECT
PRODUCT ANALYTICS:ABSENCE RESTRICTS CUSTOMER FEEDBACK
ACTUAL SERVICE COST:LIMIT S YOUR PARTNER CONNECT
POSSIBLE SOLUTIONS
Get the PickMe competitive edge
OPTION #2OPTION #1• Increase number of service centres• Undertake due diligence• Empanel suitable service partners• Maintain 24X7 customer service• Manage & monitor customer service• Incur huge overhead & operating cost
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
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
SEAMLESS PROCESS TO ENSURESUPERIOR 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
BACKED BY QUALITY & ASSURANCE
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
• Delhi NCR• Mumbai• Thane• Bangalore
• Chandigarh• Jaipur• Ahmedabad• Pune• Chennai• Hyderabad• Calcutta
WHAT PICKME OFFERS YOUHappier customers • Make your brand the preferred choice of customers• Increase customer satisfaction • Increase your customer stickiness
$$$
HAPPIER CUSTOMERS
HIGHER REVENUES
LOWER COSTS
Higher Revenues• More opportunity to up-sell & cross-sell• Higher customer retentionLower Costs
• Lower your overhead cost• Focus on your core area of expertise
A GREAT GADGET +
PICKME SMART LINK TO GADGET CARE
= WINNING EDGE!
• -
PICKME READY TO SERVE
PICKME E-Solutions India Pvt. Ltd was incorporated in Feb 2011.
It was incorporated with a vision to offer one solution - “Bridge the gap of offsite service process” In Telecom and IT Sector.
We have already scaled up to 250 employees within 18 – 20 centers in 4 major cities (Mumbai, Delhi, Bangalore and Kolkata).
We plan to expand Pan India by end of FY13 – 14. (additional 12 cities)
We will be close to 1000+ man company by end of FY13 – 14.
We have already managed 86000 + calls in FY12 - 13
We manage monthly 12000+ calls and we have ready infrastructure to manage 50000+ calls per month
… ANDWIDESPREAD VISIBILITY
flyers
Standee
Retail Counters
Thanks