This is my presentation so there’s no blog about it. Here are my slides:
Don’t forget to check out the white paper I have at decisionmanagementsolutions.com/warranty
Next Generation Warranty Systems
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Dear Mr. James Taylor,
Before I write down my question I shall first introduce myself.
My name is Toon van Drunen and I work as a warranty manager for Wärtsilä b.v. in the Netherlands. Wärtsilä is market leader in providing total solutions for customers in the marine and power industry, http://www.wartsila.com. I work for the marine industry and more specific for propulsion.
Our department is responsible for all projects (sea going vessels) during the first year of operation, the warranty period. We work on technical claim solving, product improvement and we want to achieve a very good customer relation for a life cycle support.
With interest I have read most of the information on Next Generation Warranty Systems https://jtonedm.com/2009/03/11/next-generation-warranty-systemsv/ and it’s very valuable for us to use.
We have around 160 network stations and we want to have the customer contact in the network close to the customer. We have not yet developed a good process for this and at the moment the customer relation is below our expectations. I’m working on a project to improve the customer relation and satisfaction during the warranty period by using the local people in our networks. These people have at the moment not the experience and knowledge to do this job and some of them have 2 different jobs.
Network stations are responsible for their profits and that makes the decision not to work on the customer relation because that will not bring any money on the short term.
My question is if you have any suggestions or valuable information which I can use in my project to improve the customer relation and with that the customer satisfaction.
Thanks for your reply.
Toon van Drunen
Warranty Manager Automation & Propulsion Services,
Customer Assistance Department
Wärtsilä netherlands b.v
Toon
Thanks for the note. I have written a white paper on warranty claims systems (you can download it from Decision Management Solutions here). I think one of the keys to good customer service, especially when many independent agents are involved, is identifying and then automating the decisions that impact customers. If you have a clear understanding of the decisions that must be made during a customer relationship and how those decisions impact customer satisfaction and profitability then I believe you can take control of the customer relationship effectively. If you embed these decisions in systems then you can ensure that everyone involved, whether they work for you or not, will make those decisions the way you want them made.
James