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In today’s competitive market, service is one of few areas of differentiation. Excellent service helps you to build stronger customer relationships and helps to grow your business. A key issue of service excellence is how effectively your company manages a service call and response. Studies show 96% of customers won’t complain outright to the company when they had a bad experience, but 86% will simply not return. In markets where multi-brand service formats are emerging and commoditization of market, this spell doom for service revenues. Do you know customers like service desk to pick their call by third ring and say hello! Studies show that 60% of customers feel waiting for more than one minute is too long and irritating.  Customers also expect their complaints registered quickly and effectively, all within 3 minutes flat. Studies show 73% of customers blamed horrible service when they had to repeat their complaint to multiple people in the company. Satisfaction level dropped from 90% to 85% when it was two people and 73% when they had to explain to the third. Once they share basic data, expectation is that the company has methods to what was brought by them, the product, model, and likely associated problems. Customers expect you to fly service team as quickly as possible to attend their challenge. They like to know who is being dispatched and when he/she likely to reach their gates. Once the technician reaches their abode, they expect technician to have arrived with all required tools and spares to solve their problem. They surely expect technician qualified enough to identify all issues and solve them.  A bad experience with a technician soured their ratings to a markdown of 54%. What is most satisficing for a customer is even when wait was longer, first time service quality. An American Express study found only 2% felt service exceeded expectations, while a whopping 33% felt services were below par. If issue gets repeated within a week of resolution, customer rating of brand dropped from good to buy to passover.

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Companies that have mastered service call management follow common principles:  efficient service call desk, deeper customer info and its easy access, visibility of on field resources, transparency of schedules and effective management of promised delivery. Great field service call management software can go a long way to solve all the above problems. Atarw’s service call dispatching and technician scheduling software has some fantastic features.

  • Complaints can be through Customer Portal, Mobile App, E-mail, SMS or Telecall
  • Easy access of customer contact information set their communication preferences, billing terms, etc.
  • Creates estimates and works in seconds with pre-populated product and service line item
  • Email estimates and confirmations using pre-set templates
  • View workloads before assigning work
  • Visual scheduler for quick scheduling and assignment
  • Instant service call information to technicians and users
  • Instantaneous notification of job acceptance or rejections
  • Integration with other stand-alone system or ERP
  • Real-time updates and changes in schedules and resource to reduce revenue and service leakages
  • Parts availability and visibility of multiple locations
  • Recommendation for next service with parts and action to be taken
  • Create invoices for a single job or multiple job on the same invoice.
  • Obtain feedback as soon as the service is completed and straight from the customer.
  • Completely web based, cloud enabled.
  • Works with all mobile devices.

Growing with Re-manufacturing. How you can benefit from Atarw’s REMAN

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Researchers Nasr and Varel estimate manufacturing generates about 60% of annual hazardous waste leading to pollution, high cost of landfills and waste of materials.  In many countries, legislation is forcing manufacturers to reduce environmental impact of their production process and penalties can be high. Moreover, global competition requires companies to reduce product or component costs low while maintaining quality.  Re-manufacturing process of rebuilding and refurbishing a part to make it reusable is what is helping companies address competitive, environmental and life extension issues.  Re-manufacturing is highly prevalent strategy in industries ranging from automotive components to copiers, industrial pumps to furniture, electronics and  many more.  Re-manufacturing in many industries contributes healthy margins, some components even enjoying 30 to 60% of the original one.

Re-manufacturing is much more nuanced than simply recycling a part. Re-manufacturing process include several steps including:

  • Core Management to get back defective component
  • Assessment of parts for quality and usability
  • Cleaning of all reusable components
  • Repair or replace missing or broken or defective component
  • Machining process to restore component or part
  • Performance testing to ensure quality and safety
  • Ship reassembled product for use with warranty assurance

Re-manufacturing components may meet or exceed OEM performance specifications, may be serviced or sold by third party, may carry a warranty different from OEM.  While OEM recognize re-manufacturing is a highly profitable service line than new equipment and costs lower to the end user, management of re-manufacturing brings its own challenges.  High transparency and control is required at all stages, right from production (right from selection & estimation of core Vs Non-core component), and warranty management.


Atarw’s Re-manufacturing (REMAN) software is designed to support complete re-manufacturing process. Atarw REMAN provides insights on sales, margins, availability, anticipated and current inventory of parts. REMAN software is a comprehensive solution covering BOM, re-manufacturing workflow, costing, kitting and assemblies, etc. REMAN is enabled for lot and serial number tracking, comes with multi-currency easy conversion and helps to capture landed cost and value add,and so on. REMAN software can:

  • Combine a series of single items with labour and machining cost heads.
  • Maintain alternate part number when part is not available or is out of stock.
  • Reverse a rebuild job form assembly if required for another sale.
  • Create full parts and labour service kits for each assembly. Details could include part number, labour times, machining etc.
  • Update kit pricing whenever input material cost changes.
  • GST transactions
  • Track dates of rebuild for warranty management
  • Manage deposit to invoice and credit returns.
  • Track core units by customer or by part number.
  • Apply different pricing structures: retail, trade and whole sale
  • Manage outside or contract management.


Companies using ATARW REMAN reports are able to make informed decisions on areas such as:

  • True cost of remanufactured item
  • Time taken to remanufacture an item
  • Cycle time and set-up cost implications
  • Bottlenecks and holds ups
  • Defect rates and replacement cost

Atarw’s REMAN can be Bar code or QR code enabled  for inventory count, management of components and finished goods. REMAN  can interface with standard accounting packages including SAP, Tally, etc to ensure seamless data visibility and decision making.

All in all, discover how you could unearth tons of $$$$ you are leaving on table, build a solid & profitable re-manufacturing business that can help you differentiate from others.