Start at handover
Record the handover date, the warranty details of each major component and the contact person for service. Everything after depends on these facts.
Define the AMC offer
Decide what an AMC includes, how often visits happen, what is covered and what is charged extra. Write it in a form the customer can read in two minutes.
Record AMC terms per customer
- Start date and term
- Amount and billing schedule
- Scope of visits and inclusions
- Renewal date and the person responsible
Log every service request
A service ticket should capture who raised it, what the issue is, who was assigned, what was done and when it closed. Tickets that live in phone calls cannot be measured, so nobody knows how fast you really respond.
- Date and channel of the request
- Description of the issue
- Assigned technician and visit date
- Resolution and customer confirmation
Track costs of service
Service has a cost, such as travel, spare parts and technician time. Record these against the customer so you know whether each AMC is profitable.
Handle warranty replacements properly
When a component fails under warranty, record the original item, the replacement, the date, and who bears the cost. If a vendor or manufacturer should reimburse you, record that recovery too, so it does not get forgotten.
Chase renewals before they lapse
Make renewals someone's job. A weekly list of AMCs ending in the next sixty days, each with a named owner, protects more revenue than any discount.
Keep this
- Everything after installation lives on the customer's record.
- Tickets, costs and warranty recoveries are recorded, not remembered.
- Every renewal has a named owner and a date.