Global Smart Business Inc. Field Services Outsourcing Company Repair and Rework Services Program

Transcription

1 Global Smart Business Inc. Field Services Outsourcing Company Repair and Rework Services Program

2 Global Smart Business Headquarter in Boca Raton, Florida Capabilities in 26 countries On-site capabilities 5x9, 7x24 Incident Management Services Centre with the following services disciplines: CRC, Diagnostics skills, 2 nd Level support > 350 Engineers dedicated to On-site Support Relationships with more of 100 Sales Channels Relationship with VARs (Value Added Resellers) Main regional Warehouse in Fort Lauderdele, Florida International or local Courier services capabilities

3 Global Smart Business Services and Solutions Channel Management Outsourcing C 2 Private Label Resellers Managed CPE Services - mcpe On site support and remedial services - GSH Managed Logistics Services - mls Incident Management Services Centre - IMSC SMBs offices Hosted applications GIMS Repair and Rework Service Program - RRSP

4 Global Smart Business Customers Hewlett Packard IBM: EGC: British Petroleum Telefonica Spain Wistron: Lenovo MTM: Nortel

5 Global Smart Business Repair and Rework Services Program The effective way to improve the Spare Parts Inventory support with a Smart and distributed capabilities. GSB Regional Unit Rework Program

6 Repair and Rework Services Repair and Rework Services Program (RRSP) are contracted by Product Manufacturing Companies to reduce spare parts support inventories and thus improve warranty costs. By establishing centralized repair centers with drop-off zones GSB provides the capability to improve operational costs and offer a Green solution by reworking products and spare parts.

7 RRSP Service Coverage: SLAs : 5x9 3 rd BD R&R, 5x9 NBD R&R, 5x9 Exchange Countries: Argentina, Chile, Colombia, Venezuela, Perú, México, Brazil, Uruguay, Ecuador, Honduras, El Salvador, Guatemala, Costa Rica, Panamá, Puerto Rico, Dominican Republic, Trinidad & Tobago, and Jamaica, Guyana Repair & Rework Centers Located in Capital and Main Cities In Country Regional Drop-off sites Regional Incident Management Service with following services disciplines: call reception center and customer experience management Web enable tools to Manage: Work-in-Progress (WIP) tracking Case Status

8 Incident Management Service Center 100% No-Trouble-Found (NTF) Diagnostics and Return to Depot Centralized Depot Repair Distributed In-Country Drop-off sites Services Elements

9 Incident Management Services Centre - IMSC Regional Incident Management Services Centre Inbound numbers in countries Multilingual : Spanish, Portuguese, English Services: Call Reception Work-in-Progress (WIP) tracking Case Status

10 100% Field Returned Spare Parts Functionality Qualification Visual inspection NTF spare parts restored and returned to active inventory Reduce Inventory Replacement Cost Improve Field Operations through reporting feedback Reduce Scrap Levels Good for the environment No Trouble Found (NTF)

11 In Country All Unit Repairs Centralize Repair Centers Country Capitals Major Cities Customer Drop-off sites Customer Repair Readiness Notification Reduced Warranty Cost New Warranty Extension Opportunities Generation Improve Turn Around Repair Times Centralized Depot Repair

12 SERVICES PORTAL Web Service Mgt. Application Service Repair Tracking SLA Control and Flow Management Report Systems Case Status

13 Distributed Repair and Rework Services Capabilities Adapt to customer needs. Audit tools: The customer have the tools to check the SLA commitment. Single point of contact to handle the services end-to-end. Avoid investments to develop local support coverage. Improve the customer satisfaction. Reduce Overall Customer Support Costs Reduce the Inventory Replenishments Costs RRSP Benefits: