Manufacturers Goal
A large manufacturer of consumer electronics required a strategic partner that could provide a complete technical support operation for the LCD Projector product line. Their objectives are:

• Create OEM technical support operation that is staffed by strategic partner
• Centralize repair and logistics
• Design, develop and maintain technical support information that is a part of the global OEM web site
• Provide superior service to the LCD Projector customer

Panurgy Objectives

• PanurgyOEM's role for this program is to be the international LCD Projector Service Operation for the OEM. Our objectives are:
• Provide live technical support Monday - Saturday, (Sunday: On-Call)
• Provide email technical support
• Design, develop and maintain web site
• With OEM engineers, develop and maintain FAQ page
• Provide status updates to customers
• Manage "Demo" inventory & Advance Exchange programM
• Repair and return customer units

Program Summary

• PanurgyOEM technicians answer technical support line as the OEM
• Average price of a projector is $1,000-$5,000, therefore there are very high expectations for customer satisfaction
• Provide technical support to both end-users and Authorized Service Center technicians
• Utilize clean room facilities for cleaning of lens
• Component level repair of product

Results

• Decrease cost as both technical support and depot repair services are provided by same team
• Accurate technical support diagnosis minimizes volume of depot related repairs
• High customer satisfaction due to easy access to live technician with excellent troubleshooting skills
• OEM focuses on manufacturing and support of their resellers
• Access to a live technical support person within 30 minutes of first call
• Extensive failure analysis data base by model
• Web page development and integration into OEM site in less than 60 days

Technology and Quality RequirementsThe following is an abbreviated summary of the requirements of the program:

• Component Level Repair of product
• Clean room
• Technical support staff available during business hours and on call.
• Technical database of failure & solution by model
• Internet design, development & maintenance
• Internet access for status of repair

Learn about our capabilities for yourself, call us today at 973-625-4056 Ext 213 or fill out this short form.

PanurgyOEM • 701 Ford Road • Rockaway, NJ 07866 • Ph: 973-625-4056 • Fax: 973-625-9489
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