Sherwin-Williams

Paint Warranty

Programme

- Introduction & SW objectives- Short summary & key facts- Selection & Warranty process- Customer Satisfaction Index- Documentation- Claim process- Summary

Content

- Add value to their customers;

- Develop a strong customer base;

- Position themselves as a key supplier.

Successful companies

SWAE objectives

– Help you deliver value to the car drivers;

– Protect your bodyshops from local bodyshop competition;

– Demonstrate AWX premium brand status.

In short, what is S-W AWX Warranty ?

• Marketing Tool designed to– Develop business,

– Increase customers’ Satisfaction & Loyalty

for SW Bodyshops.

Warranty key facts • 5 years;• AWX technology;• Simple specifications to join;• Compulsory training for painter;• Usual warranty cover & limitations;• Includes registration, CSI* & reporting

via Internet.

* CSI : Customer Satisfaction Index

To offer the warranty, Bodyshops are To offer the warranty, Bodyshops are auditedaudited

(satisfy minimum technical standards) (satisfy minimum technical standards)

& &

employ A-Tech/AWX employ A-Tech/AWX trainedtrained Paint Technicians Paint Technicians

(satisfy minimum knowledge/ability standards)(satisfy minimum knowledge/ability standards)

To offer the warranty, Bodyshops are To offer the warranty, Bodyshops are auditedaudited

(satisfy minimum technical standards) (satisfy minimum technical standards)

& &

employ A-Tech/AWX employ A-Tech/AWX trainedtrained Paint Technicians Paint Technicians

(satisfy minimum knowledge/ability standards)(satisfy minimum knowledge/ability standards)

Bodyshop & Painter Selection Process

Bodyshop Repair & Warranty Internal Process (1/2)

Accident

Estimate of Car Damage & Negotiation with Ins. Company

Repair Order issued

Repair carried out

Bill prepared by Bodyshop Administration

Delivery of the repaired car to driver

Bodyshop Repair & Warranty Internal Process (2/2)

Warranty card given to the driver (inc. shop ID & RO)(Warranty card contains instruction to benefit from warranty)

Driver fills in customer data + CSI on internet

Warranty certificate sent by email to driver

CSI data consolidated & analysed

Quarterly CSI data analysis delivered to the bodyshop

• Simple to manage with key benefits for the bodyshop:

– Warranty registration filled in via Internet by car owner ;

– Registration activates the warranty for 5 years;– Warranty certificate sent by email to car owner.– Quarterly reporting of CSI* data to the bodyshop via

sales team;– Very limited administration for the shop for the

whole process.

* CSI : Customer Satisfaction Index

Car driver Warranty Process

• CSI delivers a wide range of info to the bodyshop: - Quality of repair & customer care;- Car drivers’ details for direct marketing;- Needs for specific training (tech/comm. -

customer care, smart repairs, etc . . .);- Opens opportunity with existing customers

for referrals (friends, colleagues, etc …) and additional business (servicing, tyres, etc …);

- Secures the business.

SW Customer Satisfaction Index

• Contract The contract is signed by all parties (bodyshop owner, painter(s), distributor, S-W Market manager). It describes respective accountabilities, the need for training updating process for warranty request.

• Bodyshop Certificate

This certificate confirms the membership status of the bodyshop. It can be framed & positioned in the reception area.

• Paint Technician Certificate

This certificate confirms the high level of professionalism & qualification of the painter. It can be framed & positioned in the reception area also.

• Paint Technician Card

Each qualified painter receives a card to be retained as a proof of training qualification. Defines status & time for next training renewal.

Warranty documentation

Warranty Pack 1/2

Item Description

• Brochure The brochure presents the warranty program, the benefits to the bodyshop customer and the warranty limitations.

• Display Holder To sit on bodyshop counter &/or waiting area to contain the 2 page brochure above.

• Customer Satisfaction / Warranty Registration form Given to car driver to activate the warranty.

Click to enlarge the image

www.sherwineu.com/sw5

Warranty Pack 2/2

Item Size Description

• Mirror hanger 1/3 of A4To be put in car to remind of warranty benefit &

process.

• SW 5 year Warranty Color Ref Sticker

3x3 cmTo be used to identify color ref & name. Useful to

speed up the process re-spraying the car.

• Signage Poster 90x120 cm

"Warranty" will be translated in many language in order to make this item non language specific.

Click to enlarge the image

6) Poster

5) Colour Ref. sticker

3) Display

2) Mirror Hanger

4) CS/Registration Form

1) Brochure

Process, in case of a Warranty request

Driver comes back to your shop with its car, original bill & initial warranty certificate obtained through internet

Bodyshop check driver documentation & identify area of repair

If request is justified or if in doubt, Bodyshop to

contact S-W Distributor

S-W Distributor will arrange for S-W local area representative to come & check the repaired area

If the damage is covered by the warranty

S-W will cover the cost of the repair (paint & labour).

SWAE Warranty BenefitsBodyshop PainterAccess to marketing material (literature, signage)

Access to the most recent repair processes & technical info from SW

Competitive advantage at no additional cost to the repair

Demonstration of professionalism

Opportunity to market your shop to local business with small car fleets

Improved job security

Reassurance for new customers Improved employability

A system to measure customer satisfaction

Involved in continuous training program

• Promote the bodyshops; • Enhance professional image;• Add value to the repairs at not additional

cost;• Support the repair business, increase

retention & referrals;• Opens opportunity for direct professional

(e)mailing campaigns.

Benefits of Warranty Programme

to SW bodyshops

Are you READY to deliver

guaranteed satisfaction to your customers ?

Bodyshop Certificate

Pat & Ray BodyshopPE8 4 Oundle

Paint Technician Certificate

Pat CurriePat & Ray Bodyshop

Feb 2007

Feb 2009

Walter de Greeff

Paint Technician Card

Pat Currie Ray March0727 0728Feb 2009 Feb 2009

Brochure Display Holder

Program Brochure

Customer Satisfaction & Warranty Registration form

Mirror Hanger

Colour Reference Sticker

Bodyshop Poster

Technical & Skill Audit

Microsoft Excel Worksheet