AFTER SALE SUPPORT & ASSETS MANAGEMENT

At C&G we help customers build outstanding customer care, encompassing cost-optimized spare-parts logistics. Using best practices, qualitative and quantitative analysis, we define the right measures for improvement, and help implement relevant measures for after-sales and in-service support – enabling our clients to achieve their long-term goals

 

HANDLING AFTER SALES SUPPORT CHALLENGES

In times of falling returns in the new-product business, excellent after-sales support is of special importance. Companies that can keep their customers for the long term with new service and maintenance concepts can improve their sales and profits.

Handling after sales support involves dealing with a range of issues: Spare parts planning, warranty enforcement, the correct ratio of planned vs. corrective maintenance, optimal inventory rotation, predicting demand for breakages, deciding which repairs to outsource, and how to integrate procurement into maintenance processes.

BUILDING THE OPTIMAL AFTER SALES SUPPORT STRATEGY

OUR SERVICES

  • Holistic 360° approach, taking into account people, processes, tools and company policy
  • Organizational structure – designing Roles & Responsibilities
  • Designing processes such as: Management of planned maintenance, breakages, outsourcing, inventory management and more
  • Writing specifications and functional requirements (RFI and RFP) for implementation in information systems (SAP-PM or other systems)
  • Construction of an operational / business efficiency plan, ROI calculation, standardization of personnel
  • Policy definition – planned versus unplanned maintenance, inventory levels (service levels), Make Versus Buy and more
  • Selection and assimilation of suitable technological tools
  • Building a dashboard

IMPACT

  • Increasing the availability of systems (in areas such as manufacturing, cooling systems in retail, elevators, aircraft and more)
  • Improved service levels as a result of increased availability
  • Decrease in TCO (Total Cost of Ownership)
  • Improvement in productivity levels of professionals (technicians / engineers) and of the company in general

AFTER SALES SUPPORT
FOR RETAIL


  • Managing the maintenance of retail stores. Deciding which tasks should be performed by subcontractors and which should be performed by in-house technicians.
  • Knowing how to enforce the warranty of new equipment, how to manage assets and equipment effectively to gain greater control of maintenance operations.
  • Identifying the best practices of business processes and organizational structures for managing large scale retail networks.

AFTER SALES SUPPORT
FOR AEROSPACE


  • Conducting a diagnostic AS-IS analysis
  • Measurement of the performance of the current processes and gaps which may appear, using best practices in the aerospace sector
  • Thorough analysis of the causes of unavailability of the aircraft and turnaround time (TAT)
  • Determination of flow cycles with the greatest impact on spare parts
  • Assessment of the quality of the stocks according to the expected service rates and consumption patterns
  • Construction of an implementation project plan

AFTER SALES SUPPORT
FOR MEDICAL


  • Management maintenance plan
  • Asset management
  • Building processes and tools (best practices)
  • Defining the organizational structure and roles and responsibilities
  • Forecasting demand for spare parts and systems
  • Inventory policy
  • Defining KPIs
  • Accompanying the implementation process – people, tools and processes

AFTER SALES SUPPORT
FOR TELECOM


  • Demand forecasting
  • Spare parts inventory planning and maintenance
  • Finite capacity repair plan
  • SCRAP forecast
  • Distribution program
  • Best practices for warranty management

AFTER SALES SUPPORT
FOR OIL & GAS


  • Managing the field personnel.
  • Deciding which roles should be performed by subcontractors which should be performed by in-house technicians.
  • Accompanying the implementation process (people, tools and processes).
  • Deciding how to effectively manage and enforce the planned maintenance plan in order to comply with standards and regulations (such as testing pumps and measuring devices at gas stations, periodic inspections of safety measures, etc.).