i-tec´s Service Concept Designer Tool allows the comparison of different service concepts like Warranty Waiver, Central Repair, Mixed Repair and Decentralized Repair (In-Country Repair) in terms of their economic efficiency to ascertain the best concept for each client. In doing so more than 240 different parameters from the main areas „CAPEX and OPEX” are incorporated. Apart from that different criterion from the domain of “Service Preparation” are considered.
 

Thus i-tec has the ability to identify space for improvement within existing service concepts and/or to develop ideal concepts for our customers in the cause of a product launch.

Soon more information about:

• Quick Scan Assessment
• Driver Tree zur Prozessanalyse
• Workshop "Capacity Analyzer"
• Return Channel Optimizer
• KPI Dashboard

Our mCare Engine is specially developed for consumer touch points and interaction sites (the so called front end). It provides solution to a wide spread problem of our information age.
Information is available in huge range but distributed over numerous sources and IT-systems and therefore not topic-specific focused. Exactly here the mCare Engine is placed in position.
A configuration and parameterization cockpit bundles and personalizes content from different sources by using modern interface technologies and web-analysis tools.
Via an app based mobile gateway or through direct web site implementation of the mCare Engine the user has anytime, anywhere access to bundled information that suits individual user profile
The mCare Engine technology fits perfectly to companies that would like to provide information, instructions and solutions focused, bundled and demand oriented to their customers, subscribers and employees.

This tool provides a web-based assistance with audits and assessments along the entire service chain. The tracker contains an all-embracing audit checklist for gap identification in existing processes. The audit results are stored and an automated ranking of the results shows the status and on demand, also a benchmark within the peer group. The integrated reminder function allows a detailed tracking of the identified weak points and the agreed counter measures.

This program, called OnTroS (Online Troubleshooting System) and developed by i-tec, is a komplex databasedriven webapplication for after-sales organizations of the consumer industry. By means of modern statistical methods as well as by methods of probability calculation all data from different input channels are analyzed and three of the most plausible solutions are provided in real time.

eLearning in the front-end is focused on education of POS, call center and retailer shop employees. With customized products and customer trainings on basis of ISO 29990 they are able to improve their knowledge about the products and their related malfunctions. Customized training modules allow a fast overview, efficient error handling, NFF/return avoidance and thus lead to an increase in customer satisfaction and brand loyalty. All training modules are carried out multilingual according ISO 29990 which means a high value add for each participant.

Due to expert knowledge “guided diagnostics” and “guided repair” will be the way of the future and will probably replace the need of manuals. On the bases of a deep product and troubleshooting knowledge i-tec is able to use this latest technology to create customer and product specific trees to support “self help” and “self repair” activities in the front-end. By means of a logical schedule of every single step the technician gets detailed instructions for the correct accomplishment of repairs. Thus returns will be avoided and consequently customer satisfaction increased.

This web-based tool generates repair solutions and handling instructions for workshop employees. It is fed with device relevant data from different sources like call center, quality departments, repair data, claims data etc.  The data are processed in real-time and the three top solutions according to the manual search or in case of integration into the measurement environment are also displayed in real-time. 

The increasing complexity of modern consumer electronics raises the difficulty to distinctively identify defective components. Every device feature and device function has its own specific signal. An efficient and fast troubleshooting diagnostics is carried out by a guided signal path measurement. The measured signals are automatically compared and evaluated with integrated algorithms and the results are visualized on the screen.

This tool provides a web-based assistance with audits and assessments along the entire service chain. The tracker contains an all-embracing audit checklist for gap identification in existing processes. The audit results are stored and an automated ranking of the results shows the status and on demand, also a benchmark within the peer group. The integrated reminder function allows a detailed tracking of the identified weak points and the agreed counter measures.

The EAGLE is a repair shop management tool that facilitates the repair of any device. EAGLE provides XML interfaces to other IT systems like ERP, Track & Trace, web-frontend etc.
Each process step is documented and repair attendance is given by the program. The integrated and easy to use report function allows a real-time view to all repair process steps and support to workshop steering. EAGLE is a multilingual tool and works on-line as well as off-line.

In terms of back end, eLearning comprises technology training to improve the understanding of technical relationships as well as special training in troubleshooting to improve service efficiency. Another part of i-tec´s training arrangements are modules that are tailored to particular needs, eg. ESD to avoid malfunction after misusage of electronic devices and IPC-Training.

Web-based application for data mining with focus on back end and front end repair and claims data. While an immediate data processing the data are clustered and sorted according to the given parameters. The tool can be used for a workflow based release process, e.g. claims releases or for all kind of analysis as they are common in every modern data warehouse.