CONSULTATION SERVICES
Instead of partnering with outside firms, many small and medium sized businesses aspire to establish in-house warranty and customer support operations. This can be a daunting task with many areas of concern; from staffing to field support network and product support documentation.
The task of establishing an in-house support operations is especially challenging when the brand or business owner is not the direct manufacturer of the product but is purchasing the product from an OEM or private label manufacturer that is not based in the local market where the product is sold. Often, these manufacturers do not have first hand knowledge or experience in the market or consumer needs and customs. Critical components such as field service requirements, product documentation, warranty and functional parts requirements are often major areas of concern.
With over 28 Years of product engineering, contact center and warranty support operation design and expertise for international OEM manufacturers, the professionals at NEMAS can guide you to a successful warranty/retailer support operation.
Expertise in:
Warranty Process Design
- Best Practices
- Standard or Customized Warranty Process
- Consumer Support Procedures
- Retailer Support Processes and Procedures.
Contact Center Design
- Contact Center Layout and Design
- Contact Center software requirements Contact Center SLAs and KPIs
- Support documentation requirements
Field service network
- Field service support software
- Warranty support SLAs and KPIs
- Field service and installation buildout
- Field Service Training Support
