30/03/2015
Every product usually needs maintenance during its lifespan. Definition of contract for development, production, delivery and general support of the product, or only a part of these components, usually include a component of maintenance, funded by the customer as part of the initial contract and is called warranty. The supplier’s interest is to sell maintenance to the customer for a fee, whether a maintenance contract was signed between the parties immediately after signing the initial contract and is called warranty, or at a later stage. The maintenance contract’s purpose is to allow repairing of malfunctions and preserving maximum availability for the products in the customer’s use. This is how to best use the product and the customer’s satisfaction will be achieved, along with raising the proceeds for the provider, in return for warranty or an additional maintenance contract.
There are many modes of communication to utilize the maintenance in the framework of the warranty or in a separate contract. Among them there can be a time and material repair, broken part repair, insurance excluding broken part repair, additional packages where customers can choose, such as: spare parts, training, operating manual, maintenance manual and more.
At the time of executing a warranty and maintenance contract, information is accumulated regarding the product status in service, breakdown information is collected, means of action taken and sometimes even competitive product information in the customer’s use, which produce ongoing contact with the client’s performance levels. This information is important for success and is an effective tool in identifying new marketing opportunities, which were not included in the original contract. These opportunities are called After Sale Sale and sometimes this terminology is extended to a general terminology called After Sale & Support Services.
e2eS offers its customers planning, preparation of proposals, participating and assisting the client in negotiating warranty and maintenance contract issues, advising the project team in all aspects of overall support of the product when executing the warranty and maintenance or even the transport of parts from them up to assemblage of the task, according to the customer’s needs and demands.