Aucun titre de diapositive

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Customer International Support
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What is CIS ?
CIS is a program, - supporting OEMs End
Users. - facilitating SE worldwide Services
entities ability for a quick and efficient
customer response for after-sales service
calls, in coordination with the original OEM
and End User.
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CIS, is made of
- a Tool, targeted at OEMs who embed or use SE
products in their equipment, it will allow them
to take advantage of SE worldwide Service presence
- Service"" contracts, which cover services
actions to be performed by SE at End-User
sites. These contracts allow OEMs and End-Users
to have better control over their installed base
through SE
- eCIS, an Extranet communication program where
OEMs and End-Users log their information and
allow them the access to SE after-sales service
contacts, skills and costs
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1. CIS Tool
OEM
Exporting Country
Importing Country
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1. CIS Tool after 3 years experience
Networking of 190 CIS Country Correspondents got
the work done for
- 4300 after-sales service calls
- in 90 End-User's Countries
for the satisfaction of 800 OEMs 350 End
Users
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The "Customer International Support"
2. CIS service"" partnership contract
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2. CIS service"" partnership contract
2.1 OEM Control
End User
Pdr
eCIS
OEM
Intranet CIS
SE Sales
SE Service
CONTRACT --------- -------- -------- ------- ----
----
CIS Correspondent
CIS Correspondent
Exporting Country
Importing Country
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2. CIS service"" partnership contract
2.2 End User Control
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2. CIS service"" partnership contract
Service"" options
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The "Customer International Support"
3. eCIS Extranet
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(No Transcript)
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3. eCIS Customer Values
- Consultation of SE local capabilities
- Service needs quotation
- Execute service request follow up
- Service"" contract management
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3. eCIS Customer Values
. Consultation of SE local capabilities .
SE world-wide "on site" service competencies
SE service centers Directory
SE services costs
SE CIS Correspondents Directory
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3. eCIS Customer Values
. Estimation of charge for services actions
in foreign countries .
Commissioning and operating support
Spare parts availability
"On site" dedicated service capabilities
Local specific trainings
"Others"...
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3. eCIS Customer Values
. Execute service request follow up .
International service action quotation or
request
Requested intervention follow-up
(on-site actions, drawing software modification)
Intervention report
Dedicated interventions list
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3. eCIS Customer Values
. Service"" contract management .
Full control over services actions provided
by SE at End-User sites
Single view and management over all installed
equipments
"Quality" statements over installed parc,
corrective actions possibilities