Welcome TVS Electronics Ltd · Consumer Electronics providing Multi brand service ......
Transcript of Welcome TVS Electronics Ltd · Consumer Electronics providing Multi brand service ......
• Among the Top 3 IT brands in India having significant market
presence in Point of sales, Printers & Keyboards
• India’s largest IT Dealer network covering 300 + towns
• 2 manufacturing locations across India - SEZ facility in Chennai
• Chosen “Service Partner” for leading players in IT, Telecom &
Consumer Electronics providing Multi brand service support for top
brands
• Multi location walk-in centre ; State-of-the-art repair factories ; Multi
skilled Engineers
TVS Electronics Ltd
Innovation Award for
Excellence
Golden Rhino Awards for
Keyboard & DMP
Dell Best DSP AwardsNCR & Lenovo
Excellence award
Our Values Drive our Behavior, Mindset and Performance
hTC
Appreciation award
Best Thermal Printer ; Indian POS & Mechanical
Keyboard – VAR India 2014 Awards
Sony Partnership
Award
Pace – Partnership
Awards Top 100 Most trusted
company - 2015
TVS-E Business Groups
• No.1 in Dot Matrix Printer
(DMP) in India
• Among the Top 3 Indian
IT brands
• 5 Mn+ Customers
• Largest Distribution N/W
600 towns, 5000+
partners
• Relationship with Top
1200 IT spenders of India
• Products: DMP,
Keyboards, Printing
Supplies & POS
Services Business
Supply Chain Services
Products &
Solutions
• Largest service network -
>200 towns, 1000+
Engineers
• Multi product, Multi vendor
support across verticals
• SOs - Onsite , At site,
Walk-in, Repair Factory
• B2C services – Extended
warranty, one time fix etc
• E-auction services
• Fulfillment services
• Pick-up and drop-off services
• Planning & procurement
• Inventory Management
• Contract manufacturing
• Logistics support
Our offerings - Products, Solutions & Supply Chain Services 3
“We are a brand neutral Customer support company”
Servicetec Eco System
Domain
Categories
Customer
Segments
Service
offerings
Delivery
Infrastructure
IT Products
• Laptops/Desktop/
Tablets
• Printers
• Point of sales
products
Telecom Products
• Smart Phones
• Feature phones
• Tablets / Phablets
Consumer
Electronics
Banking & Retail
Automation
•EDC Terminals
•ATM
•CASM
• 13 Branch Offices – Pan
India
• 1000 + feet on street
• 200+ Authorized service
Partners – Pan India
• 60+ Multi-Brand Walk-In
Centres
• 20+ Warehouses / Drop
points Pan India
• 3 Repair Factories &
15 Regional Repair centers
• Call centre services
• Installation services
• Repair services
• Refurbishment services
• Remote tech support
• Managed services
• Protection plan
5
B2B
B2O
B2C
Servicetec - Clientele
B2B
B2O
B2C
B2B – Business to business B2O – Business to Operators B2C – Business to Customers
Metro Cities -7
Tier 1 Cities – 20
Tier 2 Cities - 30
Direct Engineer presence in 57
towns
600 + “feet on field “
Skilled to excel• Qualified, Certified and Multi- skilled
• Centralised Training Team with RCs
• Training on Technical , Soft skills and
process is continuous – 25 Man hours/Qtr
• Regular product tear-down sessions
• Periodic Audits and bottom quartile
identification
Resource Management :• Defined Org structure for each Program
• Regular HR intervention meets
• Ongoing ARC and incentive schemes to
improve productivity
• On-line Attendance for continuous tracking
Our Direct Support Points
Multi-skilled workforce at multi-locations
Servicetec Touch Points
North (9) Delhi, P&H, Chandigarh, HP, J&K, Raj, UP, UK,
No. Our Reach %
No. of Districts 240 213 83%
No. of towns 1600 1445 90%
No. of villages 259823 214477 83%
South (7) TN, AP,Kar,Kerala,Puducherry & 2 UT’s
No. Our Reach %
No. of Districts 107 100 93%
No. of towns 1446 1364 94%
No. of villages 74803 66842 89%
West (7) Mah, Guj, MP, CG,Goa, 2 UTs
No. Our Reach %
No. of Districts 134 110 82%
No. of towns 1159 952 82%
No. of villages 137335 96391 70%
East (12) WB, Bihar, JH, Orissa, Sikkim & 7 NE States
No. Our Reach %
No. of Districts 159 127 80%
No. of towns 919 798 87%
No. of villages 168906 130342 77%
1000+ Certified Engineers across 35 states touching 2,600 customers per day
Chennai
Cochin
Bangalore
Hyderabad
Mumbai
Pune
Ahmadabad
Bhopal
Jaipur
Chandigarh
Delhi
Lucknow
Kolkata
13 Branch offices 200 Service partners
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Call Management Process
TVS-E Call Centre
End User
Customer
Head
Office
Branches
Stores
CRM SystemWeb Server
Fire Wall
Web-based
CRM
ILL / DSL
Vo
ice ,
,
Ch
at
PSTN
All our customers are
mapped on our CRM
Service Partner
9
IT infrastructure for call /parts management
New IT architecture:
• Rides on SAP R3 5.0 CRM software.
• SAP Enterprise portal 2004S for e-business infrastructure.
• B2B, B2C and mobile readiness for information receipt and disposition.
• Well integrated with current system and BI module.
• Scalable for extremely large operation.
Robust IT infrastructure with a bandwidth to handle > 50000 calls / month 10
Our Retail service foot print
Typical Express Service centre
Managing Centres for eminent brands like Samsung, hTC and Xiaomi
Flagship service centre at Chennai for Samsung
Exclusive Samsung service centre operated by TVS Electronics
Our Samsung Repair Factory in Noida
Component level / High level repairs. 7K Mobile Phone Board Repairs p.m
Our Accolades
FDI, Nokia, NCR, HTC, Lenovo & Dell Service excellence awards
Awards that Motivate us to excel
Our Accolades
2011-12 – Dell Best DSP Awards
hTC Appreciation
award -2014Sony Partnership
Award - 2013
Awards that Motivate us to excel
Recently featured as
one of the
top 100 Most Trusted
companies .