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Sherwin-Williams Paint Warranty Programme

Sherwin-Williams Paint Warranty Programme. Content. Introduction & SW objectives Short summary & key facts Selection & Warranty process Customer Satisfaction Index Documentation Claim process Summary. Successful companies. - Add value to their customers;

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Sherwin-Williams Paint Warranty Programme

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  1. Sherwin-Williams Paint Warranty Programme

  2. Content • Introduction & SW objectives • Short summary & key facts • Selection & Warranty process • Customer Satisfaction Index • Documentation • Claim process • Summary

  3. Successful companies - Add value to their customers; - Develop a strong customer base; - Position themselves as a key supplier.

  4. SWAE objectives • Help you deliver value to the car drivers; • Protect your bodyshops from local bodyshop competition; • Demonstrate AWX premium brand status.

  5. In short, what is S-W AWX Warranty ? • Marketing Tool designed to • Develop business, • Increase customers’ Satisfaction & Loyaltyfor SW Bodyshops.

  6. Warranty key facts • 5 years; • AWX technology; • Simple specifications to join; • Compulsory training for painter; • Usual warranty cover & limitations; • Includes registration, CSI* & reporting via Internet. * CSI : Customer Satisfaction Index

  7. Bodyshop & Painter Selection Process To offer the warranty, Bodyshops are audited (satisfy minimum technical standards) & employ A-Tech/AWX trained Paint Technicians (satisfy minimum knowledge/ability standards)

  8. Bodyshop Repair & Warranty Internal Process (1/2) Accident Estimate of Car Damage & Negotiation with Ins. Company  Repair Order issued  Repair carried out  Bill prepared by Bodyshop Administration  Delivery of the repaired car to driver

  9. Bodyshop Repair & Warranty Internal Process (2/2) Warranty card given to the driver (inc. shop ID & RO) (Warranty card contains instruction to benefit from warranty)  Driver fills in customer data + CSI on internet  Warranty certificate sent by email to driver  CSI data consolidated & analysed  Quarterly CSI data analysis delivered to the bodyshop

  10. Car driver Warranty Process • Simple to manage with key benefits for the bodyshop: • Warranty registration filled in via Internet by car owner ; • Registration activates the warranty for 5 years; • Warranty certificate sent by email to car owner. • Quarterly reporting of CSI* data to the bodyshop via sales team; • Very limited administration for the shop for the whole process. * CSI : Customer Satisfaction Index

  11. SW Customer Satisfaction Index • CSI delivers a wide range of info to the bodyshop: - Quality of repair & customer care; • Car drivers’ details for direct marketing; • Needs for specific training (tech/comm. - customer care, smart repairs, etc . . .); • Opens opportunity with existing customers for referrals (friends, colleagues, etc …) and additional business (servicing, tyres, etc …); • Secures the business.

  12. Warranty documentation

  13. Warranty Pack 1/2 Click to enlarge the image

  14. www.sherwineu.com/sw5

  15. Warranty Pack 2/2 Click to enlarge the image

  16. 1) Brochure 3) Display 6) Poster 2) Mirror Hanger 5) Colour Ref. sticker 4) CS/Registration Form

  17. Process, in case of a Warranty request Driver comes back to your shop with its car, original bill & initial warranty certificate obtained through internet  Bodyshop check driver documentation & identify area of repair  If request is justified or if in doubt, Bodyshop to contact S-W Distributor  S-W Distributor will arrange for S-W local area representative to come & check the repaired area  If the damage is covered by the warranty S-W will cover the cost of the repair (paint & labour).

  18. SWAE Warranty Benefits

  19. Benefits of Warranty Programme to SW bodyshops • Promote the bodyshops; • Enhance professional image; • Add value to the repairs at not additional cost; • Support the repair business, increase retention & referrals; • Opens opportunity for direct professional (e)mailing campaigns.

  20. Are you READY to deliver guaranteed satisfaction to your customers ?

  21. Bodyshop Certificate Pat & Ray Bodyshop PE8 4 Oundle

  22. Paint Technician Certificate Pat Currie Pat & Ray Bodyshop Feb 2009 Walter de Greeff Feb 2007

  23. Paint Technician Card Pat Currie Ray March 0727 0728 Feb 2009 Feb 2009

  24. Brochure Display Holder

  25. Program Brochure

  26. Customer Satisfaction & Warranty Registration form

  27. Mirror Hanger

  28. Colour Reference Sticker

  29. Bodyshop Poster

  30. Technical & Skill Audit

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