accel frontline limited-wms
DESCRIPTION
TRANSCRIPT
Warranty Management Services Division
An Overview
A Prelude
• India's largest Integrated Reverse Logistics
and ILM (Integrated Life-cycle Management)
company for Technology products.
• Warranty Management Services, Reverse
Logistics, Test & Repair Services, Tech Help
Desk & Managed Services Company to
leading IT, Telecom and Consumer
Electronics Product OEM’s.
Accel WMS – A Snap Shot • Established in 1991 by a team of five technopreneurs led by Mr.
N R Panicker.
• Co-founder Mr. R Ganesh who is the Head of WMS Division.
• PAN India Presence - Having 37 Offices and 300 Service Centers.
• A division of Accel Frontline Limited, a NSE Listed IT Services
Company.
• ISO 9001:2008 certified division and practicing international
quality standards.
• Fully automated processes with customer log-in interface.
• 1000+ Professionals managing Service requirement of customers
• Skilled Workforce backed by Professional Management Team.
• Over 40 brands being serviced on Long standing partnership with
Technology leaders.
Strong Corporate governance
with eminent team of Directors
K R Chandrashekaran
Director & CFO
Chartered Accountant
Previous Exp. (Harita Fin.HCL, ACC Babcock)
R Ganesh
Director & Head of Business Operations
A co-founder of Accel and a Computer Hardware
Technologist with over 20 years. He began his career
in MRF, and worked in HCL before co-founding Accel
N R Panicker
Founder, Chairman & Managing Director
B Tech Electronics & Comm. Engineering
Top 10 Influencers in Indian IT (DQ 2005)
To become one of the Global’s most respected IT/ Telecom/ Storage/
Memory/ Consumer Electronics Services companies.
We strive to be the strategic after-market services partner of choice and are
committed to serving our customers by anticipating their needs and giving our
best-in-class solutions to help them achieve their business goals.
Customer Care and Delight
Pursuit of Excellence Through Quality
Highest Level of Integrity
Respect for the Individual Optimum Value Proposition
Value
Mission & Commitment
Vision
Who We Are….
• After-market Customer Services Company
• After-market Supply Chain Organization
• Integrated Reverse Logistics and ILM (Integrated Life-cycle
Management) Company
• 3rd Party Service Partners
• Neutral Service Partners (National & Global)
• One-Stop Service Solutions Provider
• Strategic Provider of After Sales Service
• 100% dedicated to After Sales Service Support
Test and Repair
Services RMA Creation and Management
Reverse Logistic Support
Inventory Management
Imports and Re-Exports
Management
Authorized Scrapping
E-Waste Management
Technical Help
Desk Services
Warranty
Fulfillment
Service Offerings
Return-to-Bench (RTB) & On
Site Repair Services
Component Level Repairs
Ball Grid Array (BGA)
Rework
IC Programming
Refurbishment
Call Center with CRM
L1 & L2 Tech Support
Managed Services
Outsourced Training
(Tech & Soft-skills
Training)
Computer Peripherals
• Laptops
• Storage Devices
• Motherboards
• Network Cards
• Processors
Communication Devices
• Mobile Phones
• PDA’s
• Tablet PC’s
Consumer Electronics
• Digital Camera
• Set Top Boxes
• SatNav Devices • Gaming Consoles
A dynamic training and development process along with expandable facilities allows for incorporation
of new and diverse product profiles to be supported by our network
Product Support Range – 3 C’s
Western
India-Mumbai
Northern
India-New Delhi
Eastern
India-Kolkata Kerala/
TN-Chennai
Karnataka/
AP -Bangalore
H.O
Chennai
Regions
ACCEL Service Network
270+ Partner Centres
300 Service Centers across India
Central Helpdesk Centre at
Chennai
Eight L4 BGA Repair Centres at
Delhi, Ahmedabad, Mumbai,
Bangalore, Cochin, Chennai ,
Hyderabad & Kolkata
Six Regional Warehouses/
Distribution Hubs at Delhi,
Mumbai, Bangalore, Chennai,
Hyderabad, Kolkata.
37 Own Centres
Clientele….
• Long Term association with many Principals/OEMs
• More than 20 years in the Warranty Services Business
• Best RMA Support Partner in India.
• International Audit Processes.
• Ability to repair of any kind of Digital & Analog products
• Integration of Accel and ASP network
• Own Call Center facility for both Pre-sales & Post sales
supports
• Dedicated work cell completely accountable to each principal
• Unique Out of Warranty Support Programs
• Custom Designed Service Packages
• Flexible system to handle any kind of warranty support model
Why Principals Prefer ACCEL!!! (USPs)
Why Principals Prefer ACCEL!!! (USPs)
• Report access to principal through web (Real time status)
• System triggered SMS/e-mail to Customers at 61 various stages
• Customer can check their RMA/Service call status through
SMS
• WEB Based ON LINE CRM for calls & inventory management
• Live tracking of logistics for good and defective products
• Robust CRM to handle Level 1 repairs at all centers
• L3 and L4 repair facility with 95% yield
• Escalation system to address customer grievances
• Value added services such as pick up and delivery at customer
points
• On-site support services on need basis
Service Infrastructure – Level 1, 2 & 3 Centers
Anti static work place
•Necessary tools
•Temperature Controlled Soldering Station
•Isolated Lead-free and Leaded soldering stations
•SMD rework station
•Enhanced Optics
•Microscope in high volume locations
•PCs with USB port
•Vendor specific tools
Service Infrastructure – Level 4 Centers
Anti static work place with all tools
•Temperature Controlled Soldering Station
•Isolated Lead-free and Leaded soldering stations
•SMD rework station
•Variable DC Power Supply
•Enhanced Optics
•Oscilloscope and Digital Multimeter
•BGA Rework Station
•PCs with USB port
•GSM Tester & Go no Go Tester
•Vendor specific tools
Service Infrastructure – BGA Level Repair Centers
– Anti static work area with ESD tester, heel strap, wrist strap
– AMD & Intel processors of different speed and type
– Temperature controlled soldering station
– Isolated lead-free & leaded soldering stations
– SMD rework station
– BGA rework stations - Fonton, Metcal, Martin, etc
– Memory ,CPU, slots testers
– Dummy load testers for CPU and Memory
– Principle provided special tools like data, address line testers, flash tools
& debug cards of different interface like LPT, PCI, PCIe
– BIOS programmer with different socket type like PLCC32, SPI, TSOP
– CRO & Multimeter
– BGA re-balling jig facility
– PCB pre-heating chamber
– Humidity controlled component storage
– Burn in test racks
– Solder pot
Customer Interaction Center
LCD Rework
LCD/CRT Monitors Rework & Post Sales Service
Rework
DVD Recorders Post Service
EXTENDED SERVICES
Two Wheeler Pick-up
•Service provided in metro locations
•Extended services for Retailers and top sales outlets
•Retailer Loyalty on Brand Promotion
•Increases Sales Potential
Service on Wheels
•Service Provided in Super Metros
•Extended Services for Distributor & Key Retailers
•Increase Brand Loyalty & Sales
Summary:
Nationwide network
State-of-the-art facilities
Well established operations
Expertise and experience across technologies
Comprehensive service portfolio
With Accel you are assured of the country’s most
experienced warranty management team working as
your own customer support interface
