Background

A leading global brand in diagnostic equipment faced significant challenges in servicing their high-value equipment, which costs up to INR 20 million. These devices were widely used by national and research institutes, state and central hospitals, and large corporate hospitals across India. While the company had established a strong sales network, providing adequate service and maintenance for the equipment posed a considerable challenge.

Challenges

1. Complex Service Requirements:
   • The equipment required periodic calibration using specialized calibration tables.
2. Service Network Limitations:
   • The company struggled with providing efficient field service and maintenance.
3. High Service Costs and Patent Restrictions:
   • The high cost of equipment and strict patent regulations made repairs complex and costly.
4. Need for Efficient Service Management:
   • Efficient management of spare parts, calibration history, and breakdown services was crucial.

Solution by Accel

Accel developed a comprehensive service solution to meet the company’s needs:

1. Onsite Service and Calibration:
   • Provided onsite service and calibration using specialized equipment.
2. Import of Spares:
   • Accel managed the import and supply of necessary spare parts to ensure prompt service.
3. Comprehensive Annual Maintenance Contract (AMC):
   • Accel offered a detailed AMC covering all aspects of service, including periodic maintenance and emergency repairs.
4. IT Solution for Service Management:
   • Accel implemented an IT system to manage spare parts, calibration history, and breakdown service calls.
5. Pilot Program:
   • Launched a 3-month pilot program in North India, focusing on regions with high equipment density.
6. Repair Strategy:
   • Proposed a strategy for re-exporting faulty equipment to the origin country for repairs, due to patent restrictions and high local repair costs.

Implementation and Results

1. Pilot Success:
   • Within the first month of the pilot, the company reported exceeding satisfaction levels, noting that all service-related challenges had been effectively managed by Accel.
2. Repair and Return Solution:
   • Tested the re-export repair solution for two months, alleviating repair challenges and receiving positive feedback.
3. Enhanced Customer Satisfaction (C-Sat):
   • The comprehensive service solution led to increased customer satisfaction with service and calibration.
4. Reduced Total Cost of Ownership (TCO):
   • The company saw a reduction in the total cost of ownership due to improved service efficiency and reduced repair costs.
5. Ongoing Partnership:
   • After five years of continued service, the partnership remains strong, with discussions underway to expand services to other countries in the Indian subcontinent.

Conclusion

Accel’s tailored service solution addressed critical challenges in maintaining high-value diagnostic equipment. By providing efficient onsite service, managing spare parts and calibration, and introducing innovative repair strategies, Accel significantly improved the company’s service operations. This partnership not only enhanced customer satisfaction but also reduced operational costs, demonstrating the effectiveness of Accel’s comprehensive service approach.