DMA Services Operations and Warranty Analysis

Improving product quality and providing excellent customer service profitably is made easier and more effective with good business intelligence. A feedback loop that provides insights as to the cause, cost and resolution of service and warranty events helps a company to not only optimize responses to customer service needs, but also use services data to improve product quality.

DMA Services Operations and Warranty Analysis is a turn-key managed analytic application built on our patented, cloud-based data integration and data warehousing platform. It integrates services data from multiple source systems and presents it to users over the web via interactive reporting dashboards and scorecards.

Insight and Action

• Identify the causes for the costliest types of service calls so they can be addressed appropriately
• Understand equipment and part reliability performance (MTBF)
• Analyze new equipment installation performance and costs
• Understand how product quality affects profitability via warranty cost metrics
• Compare and gain insight into the adjusted margins accounting for global agreements, warranty expense, concessions, discounting and regional differences
• Gain visibility to operations – parts fulfillment, field, repair center, tech support, and call center event resolution performance – and leverage benchmarking and leading-practices

Sample Reports and Scorecards

• Operations Performance
• Warranty Analysis
• Reliability Analysis
• Escalation and Customer Complaint Resolution
• Installation Performance
• Asset Maintenance Analysis
• Services Scorecard

Sample Metrics and Key Performance Indicators

• Installed Base Units
• New Installs
• Time and Materials Service Events, Revenue & Costs
• Warranty Service Events, Cost
• Warranty Costs as a % of Product Sales
• Warranty Costs Variance to Budget
• Equipment Mean Time Before Failure (MTBF)
• # Escalated Accounts
• Service Call Resolution Rate
• Customer Satisfaction Score
• Average Service Call Resolution Time
• and many more...