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Case Studies:

National Post Sales Service & Support Operations

A High-End TV manufacturer from Germany, who is closing their North American Service Operations, will implement an outsourcing strategy for their National Service and Support Program. The Outsource Partner will be the primary contact for all stakeholders including the manufacturer, dealers, service centers and end users/customers. Activities include:

  • Protect & Maintain OEM's Premium Brand & Image
  • Day To Day Business Management
  • Inventory Management


PanurgyOEM's role for this program is to be the complete service operation division for the manufacturer. Our objectives are:

  • Telephone Support
    • Technical & End User
    • Dealers, Service Centers & End Users
  • Manage Service Center Network
    • Dispatch Onsite Calls
    • Pay Service Center Warranty Claims
    • Spare Parts & Accessories Order Processing
  • Refurbishment of Returns
  • De-manufacturing for Spare Parts
  • Whole Unit Exchanges
    • Management of "White Glove Service"
    • LTL Dispatch & Management
  • Component Level Repair
  • Inventory Management including East & West Coast Warehouses

1. Program Transfer in 60 days
2. OEM maintains image for quality product and service
3. All Stakeholders report high satisfaction
4. Successful Outsourcing Partnership established

1. Live "Tech -to- Tech" component level trouble shooting expertise
2. Accurate inventory management
3. Logistics system for dispatching onsite calls and spare parts advance exchanges tracking
4. Management Reporting and Analysis for OEM


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