View the full 2008 Technical Services Practices Survey - PMMI

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DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,000• Service techs are responsible for a follow-up call with plant employees one week after return from service trip.• After a service call, technician reviews customers’ requests for follow-up, spare parts and additional service etc.• Rep calls about 30 after install to see how machine is doing and offer additional training/service contracts• Weekly calls, and then local salesman, distributor follows up with customer• Customer service follows up with letter of thanks and small gifts for anyone at customer who assisted technicians• Sales follows-up with customer along with completion of customer satisfaction survey.• Follow-up by Service Technician after 24 hours and 48 hours. More often if required.• Customer calls periodically to validate satisfaction• We use a CRM ACT program to create a reminder to call the customer back after the service trip has taken place.• Three post installation contacts are made to confirm operations and inquire about any problems• We have established a 30, 90 and 360 day follow up call by our service people.• Customer contacted two weeks after each visit to gage customer satisfaction with work performed and satisfactionwith the service technician.• Customer trip report and follow-up by service manager• Follow up by email22. Do you make your formal follow-up program available to your customers?Yes 29 2 1 1 2 8 15No 96 10 14 10 10 18 3323. Does your company use a CRM (Customer Relationship Management) tool to manage the service function?Yes 36 4 5 2 4 8 13No 121 11 14 10 14 27 44The information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.34
DETAILED RESULTSOverall$0-$15,000Average Selling Price of Machinery$15,000- $35,000- $50,000-$35,000 $50,000 $75,000$75,000-$150,000Over$150,00024. Does your company maintain a data or knowledge base of past service trips?Yes 134 12 11 11 17 32 50No 24 2 8 1 2 3 824a. If yes, how?By serial # 106 12 7 9 14 27 36By machine type 37 7 3 3 6 7 10By customer name 15 1 3 1 2 1 7Other 20 2 2 1 3 5 6Note: Multiple answers can total over 100%Other Answers:• Field service report by customer, machine type, serial number, and project number (8)• By sales order number (3)• Full written service visit report--goes in machine file• By date• Receipts• Internal req. numbers• Account locationThe information contained herein shall not be distributed or shared by the recipient. No part of this document may be reproduced without the express written permission of PMMI.35
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