Warranty and AMC administration

We added all Petrol Pump equipment under maintenance contract or warranty to the Simply C2 customer database. Simply C2 allows tracking of warranty and AMC by equipment serial number. Naturally a single petrol pump site may have more than one petrol pump equipment.

Equipment locations are mapped to the “sites” – by GPS co-ordinates, useful as many of the installations are in remote locations – without a proper postal address.

Customer portal and mobile app

Breakdown and Preventive Maintenance tickets logging to assignment and closure. Customers could log complaints through the Simply C2 app, the call centre or a specially designed customer portal. This allowed complete visibility to the progress of the tickets.

Simply C2 auto-assigned tickets to the engineer who managed the territory.

If the assigned engineer was absent or overloaded, manager could re-assign the ticket to another engineer.

Itemized parts and labour estimates

Simply C2 automatically triggered out of warranty or out of contract in which cases the service engineer would raise an itemwise repair estimate.

There could be certain cases where the equipment may be in warranty but the type of defect may not be covered under the agreement. So, in those cases, the service engineer would raise a repair estimate – after marking the ticket out of scope.

Repair would happen only if the quotation is approved.

We customized the dashboard for specific requirements of Petrol Pump Equipment Maintenance. Other than the standard service reports, we provided custom reports for all aspects of their service operations.

We configured alerts and system notifications for the impending contract expiry. We also pushed estimates and invoices through Simply C2.

These made the system transparent and interactive.

Operational metrics, asset health improved

Simply C2 gave them clear visibility into which equipment were prone to frequent breakdowns. Furthermore, they could access the entire service history in one glance.

Hence, it was easier to plan for overhauls and periodic services. Scheduled maintenance reduced the incidents of breakdowns. Overall spares consumption also fell steadily.

Instant notifications, alerts and escalations

Due to instant assignments and alerts, the technicians not only knew that they had to attend to a ticket but also some tickets were more critical than others.

Simply C2 mobile app allowed them to see the direction and distance to the site they were going to thus the technicians could plan their day better. The customer was able to compare team performances on hard metrics.

Itemized repair estimates helped in instilling trust in the customer. Genuine products, agreed prices backed by company gurantee.

They also managed to keep track of which petrol pump equipment was repeatedly failing and which parts were being used most often.

Zero revenue leakage, enhanced AMC renewal

Simply C2 tracked each equipment by serial number and mapped the warranty or AMC with appropriate service delivery to it. This ensured no case of customers getting free service. All services were billed, itemwise. This enhanced end-customer confidence in the services.

Simply C2 generated reports every month on the contracts expiring every month so that our customer could send out proposals for Petrol Pump Equipment contract renewal. This helped in much higher rate of AMC renewals.