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Business Model Canvas KHIDMAT- The Service

Key Partners

1. Consumer
2. Distributor
3. Principle

Key Activities

Value Proposition

Customer
Relationships

1. Optimization of APP 1. Automated Service on


1. Convenience
Call
2. Update to consumer
2. Ease of use
3. BI report to Principle/2. Single point of contact
for multi-brand AfterDistributor
Sales Service Support
4. Marketing update to
Consumer
Key Resources
1.
2.
3.
4.

1. Consumer of Products
2. Distributor of Products
3. Principles of Products

Channels

Call Center
Marketing /Sales Team
Dev & maintenance
Server

1. Distributor
2. iOS APP store
3. Android Play Store

Cost Structure
1. Call Center
2. Marketing
3. Server maintenance/Development

Customer Segments

Revenue Streams
1.
2.
3.
4.

Distributor - Per Unit sold


Service Center - Per Unit Serviced
Principle - Business Intelligence report
Consumer Premium reports ( comparison of prices)

Current Situation

Brand A Call Center

Brand B Call Center

Service EngineersBrand A, B C

Brand C Call Center

A Home having multiple Brand of appliances has to


contact respective Call centers to address their
grievances & then follow-up for support

Proposed Situation
KHIDMAT- The Service APP

Quality of
Service
Product
Marketing
Increase in
Business

Real
Time
contact
with
Brand

Customer
Engineer
Engagem
ent
Focus on
Target
Consume
r
Traction
towards
nonconsumer
s

Faster TAT
Reduction
in
Marketing
spend
Clear
Roadmap

Address
all
Quick &
Brands
Simple to
on a
use
single
ion
click
t
c
sa
n
a
Tr
d
e
dd
A
ue
Val

ess Model Offerings & Sustainability for Stakeholders


Single point
of contact
for Support

Scale-Up
With Third
Parties
Advise
protection
from
Competitio
n

Economic
al cost
structure

Compa
ny

Offer
Switch
option to
consumer

Recurrin
g
revenue

Data on
Demand

Real-time
service
evaluatio
n

Consum
er

Richer
experien
ce

ROI on
marketin
g

Manpower
Optimisati
on

Target
audience
Principle

Easier
Switch
option

e Organization towards Value Innovation


REDUCE
Which factors should
be reduced well below
Industry Standards ?

ELIMINATE
Which of the factors
that the Industry takes
for granted should be
eliminated ?

Call center

A new
Value
curve

CREATE
Which factors should be
created that the
Industry has never
offered ?

Real-Time Engagement

RAISE
Which factors should
Engagement with non-custome
be raised well above
Industry Standards ?

ey Marketing & After Sales Pain Areas to address


Marketing Pain
points

Service Pain Points

HR/Operational
Issues

High cost of
Advertising

90%+ products are called- Manpower


back to workshop for repair planning for Call
Center

Difficult to analyze ROI Refresher trainings are


conducted once/qtr.
Specific Engineer focused
training absent

High cost of
manpower across
UAE

Difficult to segment
and target customers

Low productivity of
Engineers

Transparent
review system

Long, expensive cycle


to create brand equity

High cost of Engineer


Call center value addition ?

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