Contact Careers Investors Media Regions Solutions Industries About Insights Home > Solutions > Aftermarket Services Overview Services Impact Insights Emerging from back-to-back global recessions, amid volatile markets and growing competition, manufacturers and retailers need agile processes for parts management, service operations, service contract management, and installed base management—in short, an overall intelligent approach to Aftermarket Services (AMS). Many are now constructing thriving business strategies on the foundation of efficient systems for managing inventory and AMS models that address fundamental challenges such as disparate processes, lack of visibility into service costs, and installed base data. Genpact offers a unique model for aftermarket services that focuses on maximizing service revenue and reducing service costs to make AMS a profit center. Our service delivery model centralizes and standardizes processes to enable more effective local execution. We enable superior field service management as well as end-to-end support for contact center processes, service contract management, warranty management, parts, and installed base management. We refer to this unique process execution framework as a “Service Factory,” and our approach drives higher efficiency and effectiveness in managing processes across the entire AMS ecosystem via the proper mix of people, processes, and technology. Our industry expertise is both deep and broad, and includes Healthcare, Industrial Equipment, Aviation, Energy, and Automotive. Our Six Sigma-driven processes focus on customer-centric metrics, such as First Time Fix and First Call Resolution, to drive higher customer satisfaction, long-term loyalty, and increased revenue. Our AMS solution integrates multiple legacy and web-based technology systems to eliminate inefficiencies and provide fast access to information. This results in better end-to-end service revenue management, more accurate inventory forecasting and control, and more effective—and less costly—service operations. We know from our 15 years of applying Lean Six Sigma principles to drive business process optimization that better service comes from focusing on the entire service lifecycle rather than any single part of it. Our Aftermarket Services solution, therefore, is enterprise-wide and drives down service costs at the same time that it increases operational efficiencies at every stage of the service supply chain. It includes outcome-driven effectiveness projects, a focus on removing bottlenecks at the sub-process level or at functional interfaces, and deployment of selected technologies. Overview Services Impact Insights Genpact Aftermarket Services span the entire lifecycle of AMS operations, delivering 10% to 15% improvement in service profitability. Our solution leverages our proprietary, Six Sigma-based methodology, Smart Enterprise Processes (SEPSM), which applies deep industry and market analytics to forecasting and inventory control, focused IT solutions to enhance end-to-end operations, and reengineering of all processes to deliver key business outcomes such as: Improved Service Revenue: up to 25% higher Reduced Service Cost: up to 20% lower Increased Customer Loyalty: up to 10 Net Promoter Score (NPS) points From comprehensive parts management to service contract management to better field service execution, Genpact AMS peer deep into every process to optimize the entire service supply chain: Click on image to enlarge view Our implementation/execution model encompasses: Service execution and support through the “Service Factory” Implementing the “right” KPIs and metrics through AMS SEPSM Enabling service growth through contract and installed base (IB) expansion Overview Services Impact Insights Using SEPSM to optimize everything from installed base management to field service management, Genpact AMS has been instrumental in generating high revenue streams, reducing costs, and providing superior business outcomes for our clients. Genpact manages a global healthcare technology company’s AMS operations and has delivered over US$100 million in impact in the last three years, increasing field productivity by 20% For a global energy company, Genpact redesigned the shipment process and reduced working capital requirements by over US$23 million annually For a leading aircraft engine manufacturer, Genpact improved forecasting accuracy and turnaround time for deal pricing by 30% to 40%. We also raised the win rate of service contract deals by partnering with our client on major sales campaigns, helping to win more than US$1 billion in deals Overview Services Impact Insights Case Study Solution Overview Video White Paper Point of View Report Infographic Generating analytics impact for a leading aircraft component manufacturer Large turbine maker realizes 15% savings on equipment maintenance and 10% improvement in uptime How supplier recovery and optimized claims management process for a large industrial manufacturer leads .... Improved efficiency and better reliability of blowout preventer surface control system for an oil and .... Process transformation for multibillion-dollar precision equipment maker increases aftermarket-service .... How contract analytics enhances profit for an aviation engine manufacturer Global aerospace OEM improves inventory visibility and cost savings through parts management optimization Advanced business process for engineering, supply chain, and aftermarket services delivers more than .... $75 million revenue acceleration and visibility into fulfillment and associated risks through global .... Improved installed base asset uptime for an energy equipment manufacturer 10% reduction in predictive maintenance cost for a leading power generation OEM Cost reduction through field force optimization for an energy services company Improved profitability by 0.5% through accurate service contract pricing, affecting $10 billion worth .... US $1.6 million of savings delivered through maintenance cost optimization, for a global aviation OEM 97% sustained connectivity uptime leading to better equipment monitoring for a leading power generation .... 10% reduction in excess warranty payouts achieved through process optimization for a global aerospace .... Parts harmonization helps an Oil and Gas equipment manufacturer accelerate ERP rollout globally Creating a smarter inventory tracking process for locomotive kits produces more than $4 million business .... 56% reduction in working capital and $30 million in cost avoidance through effective field inventory .... Genpact helps a leading IT solutions provider drive data quality improvement initiatives digitization .... Genpact helps global aviation OEM increase revenue by $42 million over the contract life through monitoring .... Genpact improves material and repair sourcing and financial accounting correction for a global aviation Genpact implements the right Failure forecast modeling techniques for a global transportation company Transportation cost savings for a pharma major Improve service profitability and reduce product-return costs with best-in-class customer support Using reliability and warranty analytics to deliver transformational business impact Enhance PR Efficacy through comprehensive monitoring and measurement services Genpact Service Contract Analytics Keeping Up with Customer Expectations Smart Processes to Power Intelligent Enterprises Shaping the future of Aftermarket Services Company Overview Generating Impact Genpact: Who are we generating IMPACT for Genpact Powers the "Intelligent Enterprise" Onefloor unified collaboration product demo SEP video Genpact strengthening US capabilities and domain expertise with new delivery center Six ways to boost profitability and customer satisfaction Helping industrial manufacturing companies outperform through right operating models for support functions Building a more profitable and competitive industrial asset management (IAM) function Leveraging the five levers of procurement transformation for discontinuous cost reduction How Procurement and Finance Executives can create bottom line impact from Source to Pay Optimizing Supply Chain for Generating Cash The future of industrial asset management - New operating models turn challenges into opportunities The Great Global TALENT Hunt Using contract analytics to build high margin after-market services - survey results HfS Blueprint Report Analytics Excerpt for Genpact A global healthcare technology company generates $100 million impact by transforming aftermarket service .... Operationalizing the internet of things Aftermarket Services Request for Information -------- Select Category ------- Clients and Prospects Media Relations Analyst Relations Advisors Relations Investor Relations Genpact Employee Genpact Alumni Suppliers Relevant Resources: Improve service profitability and reduce product-return costs with best-in-class customer support Generating analytics impact for a leading aircraft component manufacturer A global healthcare technology company generates $100 million impact by transforming aftermarket service operations View all related resources Solutions Aftermarket Services Analytics & Research BPaaS Collections Contact Center Direct Procurement Enterprise Application Services Finance & Accounting Human Resource Services Indirect Source to Pay Industrial Solutions IT Infrastructure Services Learning & MarComm Services Legal Services Media Services Reengineering Risk Management Services Systems of Engagement Industries Automotive Banking & Financial Services Capital Markets Chemicals Consumer Goods Healthcare - Payer Healthcare - Provider High Tech Hospitality Industrial Manufacturing Insurance Life Sciences Media and Entertainment Retail Telecommunications Transportation and Logistics About Company Overview Leadership Leading Edge Innovation Contact Us Media Insights Investors Careers Blogs App Newsletter Site Map Regions Copyright © Genpact 2014. 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