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Connected Aftermarket
Enables manufacturers to enhance the traditional aftersales areas such as maintenance, product repair and consumable replenishment

Connected Aftermarket

Tech Mahindra’s Connected Aftermarket service offering is a platform that leverages Cloud, Mobile, Social, Analytics & IoT, and enables manufacturers to enhance the traditional aftersales areas such as maintenance, product repair and consumable replenishment. The solution suite includes:

  • Predictive Maintenance & Quality
  • Warranty Management & Analytics
  • Digital Service Marketing
  • Aftermarket Telematics Solution (Vehicle Health, Driver Behavior)
  • Connected Service Knowledge
  • Smart Field Service (Machine to Person)

Business Challenges being addressed

  • Low Product Margins and Reduced Market Share
  • 70-80% customer defection to aftermarket service providers after the 2 – 3 years of ownership / warranty expiry
  • 59% of skilled labor time wasted on diagnosis
  • Dealer and Brand Loyalty hard to establish owing to reduction in service performance and proliferating model configurations
  • Increasing Prevalence of No Fault Found (NFF) parts

Business Benefits

  • Improve Service Performance (Cost & Time to Repair)
  • Focus on direct business value creation by positively impacting critical SLM KPIs such as MTTR, FTFR, Serviceable Asset Uptime, Contract Renewal Rate, etc.
  • Increase Service Market Penetration by 15 – 30% through Connected Aftermarket Services
  • Increase Market Penetration by ~10 – 15% through innovative service delivery and business models

Tech Mahindra Differentiators

  • Complete Service Lifecycle Management (SLM) solution include components of SLM viz. “Service Discovery, Service Fulfillment and Service Knowledge”.
  • E-2-E Platform offering that helps in monetizing data from connected products and “Servitization – Product-as-a-Service”
  • Digital transformation of the aftermarket sales & service organization that is:
    • Frictionless & non-disruptive
    • Flexible & scalable
    • Cost effective
    • Secure

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