Service Centre - Compaq

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Compaq ASC

| Total 3228nos. Calls attended in year 1999-2000.
| Total warranty calls - 2185nos.
| We received the labour credit 1658nos. Calls.
| Total purchase of parts from Compaq is Rs. 33,11,305.00.
| We handled >150 critical escalations.

Ashtech's initiatives to improve Compaq Service

| Mou with Retailers to support all their Compaq customers onsite for one full year. Where as Compaq gives only three months onsite warranty. And free technical online help to customers and Retailers. To promote Compaq Presario sales.
| Special free pickup/onsite to corporate customers at Nariman Point.
| Constantly Monitoring the technical updated on Compaq Products.
| Implemented independent customer survey for serivce Delivery.
| Stocking of frequent failure spares to reduce the down time.
| Handling all critical escalations of Compaq Products.
| Mou with Retailers to support all their Compaq customers onsite for one full year. Where as Compaq gives only three months onsite warranty. And free technical online help to customers and Retailers. To promote Compaq Presario sales.
| Special free pickup/onsite to corporate customers at Nariman Point.
| Constantly Monitoring the technical updated on Compaq Products.
| Implemented independent customer survey for serivce Delivery.
| Stocking of frequent failure spares to reduce the down time.
| Handling all critical escalations of Compaq Products.

Ashtech's resources used for Compaq ASC/ASP Service

| One dedicated Manager to over all management of ASC.
| Four dedicated Sr. Engineers (4 to 6 - Years of exp.) for each activity (Portable/Presario/Desktop/Server).
| Four onsite Engineers for Presario Service.
| Two dedicated service co-ordinators.
| Fully automated call managaement software.
| One Receptionist/Store person to attend/register all walk in customers.
| Two courier Boys to deliver/Pickup onsite products.
| Dedicated knowledge base and image server.
| Online technical help to customers/Resellers/Retailers.

Customer Satisfaction Index

Warranty parts per month GRAPH

Name of Customers

| Anderson Consultancy
| M/S Mckinsey & Co.
| Internet Company of India
| Cyberciti
| @Home
| Fulford India Ltd.
| Kelloge's India Lta.
| Microcity
| Empire M/C tools

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