Streamlining the Service Repair Experience
In addition, he adds, "Many service centers are fairly small businesses and lack the capital required to host Web sites and provide closed-loop service." The quality of the customer's repair experience is tied directly to the quality of the administrators' service networks, their servicers, their systems and their protocol for communication.
VAC's 20-year-old service network now totals 52,000 service centers. Lassig says, "We maintain a database of the brands and products that each of these service centers is authorized for and refer the consumer to the closest service center that is authorized to repair his or her product. We also maintain a preference code rating system and refer consumers to service centers based on the preference code criteria. If a consumer has a problem during the service process they simply contact VAC and we follow up and deal with the service center."
Ruppelt touts GE's ongoing improvements to its own factory service network. "We have invested heavily in new technology, including real-time routing, tools to predict the parts usage prior to running the service call, improved truck inventory management, and GPS tracking capabilities."