24-7Repairs

Logo Design

Executive Summary 24-7 Repairs takes care of all your installation, repair and maintenance requirements with ease. With the trained staff and strategic tie-ups we ensure that one gets the best service.

Situation Analysis (1/2)

Service Areas:• Electrical• Plumbing• Carpentry• AC and Water Purifier Repair & Service• Chimney Cleaning• Water Proofing• Painting

Situation Analysis (2/2)Target Customers:

24-7 Repairs has services for every common man. Anybody can use the service wherever and whenever required.

Mission and Vision To become the most admired & responsible

service solution organization delivering smiles to our customers.

To redefine the rules of service industry for hiring a professional especially in this digital era.

To make hiring a service economical, safe, quick and easy.

GOALs• To establish positive customer based

brand equity by providing best services in the sector.

• To have a huge consumer base of around 20,000 people by the end of the year.

• To have a net profit of about Rs. 5,00,000 by the year end.

STRATEGY & TACTICS (1/2)

• Start in a metropolitan city with a small team of 2 Accounts professionals, 6 Customer Service executives and one service associate for each domain like Plumbing, Electrical etc.

• Service associates will be experienced, certified, background checked and trained in soft skills.

STRATEGY & TACTICS (2/2)

• Marketing will be done initially on free and online platforms only.

• Ads and Initial Customer reviews will be posted on Facebook, Google, Youtube etc. to bring brand awareness.

• Maintain a customer database and give them a chance to refer their friends and earn bonuses per referral.

• Maintain a Tools Inventory and find some strategic partners who can supply tools and provide sponsorships.

Implementation (1/4)

Manager

Account's Team

Customer Service

Helpdesk

Certified &Experienced

Service Associates

Organizational and Reporting Structure

Implementation (2/4)Detailed Process:Customer encounters an

issueVisits website/App or calls

Customer Service Helpdesk

Job assigned to service associate and Details of service associate sent to Customer via Message

Service associate reaches and listens to Customer’s problem & analyses situation

Implementation (3/4)

Repair work starts and Ends

Service associate sends Estimated Repair Cost Account’s Team

If Customer approves

Accounts team immediately sends message to customer regarding the estimated costs and asks for

confirmation

Service associate explains what he did, hands over the customer

invoice copy

Implementation (4/4)Cash payment received by Service

associate

Customer Service Helpdesk contacts customer regarding

closure and feedback

THANKYOU

Created by Ramit Khurana, Guru Nanak Dev University, during a Marketing Internship under Prof. Sameer Mathur, IIM Lucknow.