The Integrated Service Network (ISN) is Entercoms' process model for post-sales customer service and aftermarket operations. It provides a unified view of aftermarket / service operations for companies in multiple industries. It is intended to be used as a management tool to assemble an integrated picture of their aftermarket and services operations and identify opportunities to improve processes, reduce cost and increase customer satisfaction.

Developed by Entercoms based on direct industry and customer experience, the ISN Process Model addresses a key industry need: synchronization of all organization functions and decisions that affect post-sale customer satisfaction, in the most efficient manner possible. The ISN process model is not meant to be used as-is -- instead, each company may follow alternative patterns for interconnecting processes and intelligence based on their industry and business drivers.

For details of ISN, please contact us.  A quick overview is provided below. 

ISN synchronizes the service chain

Performance Management

Brings together management intelligence from all service functions to enable companies based on target service level and cost (or service budget) metrics. Facilities both root-cause analysis as well as what-if analysis to provide management fact-driven decision support. 

Parts Management

Manages the inventory and distribution of parts in the service network, leveraging parts substitution, pooling and inventory balancing opportunities to provide the right service level at the minimum possible cost. Periodically analyzes the global service chain to exploit network optimization opportunities.

Logistics and Repair

Manages the part or asset recovery and repair loop to provide rapid turn-around times at minimum cost. Manages all repair options such as on-site repair, depot repair and 3rd party/vendor repair. Periodically optimizes the repair network together with the parts and field service network.

Field Service

Manages the service order stream and the allocation and dispatch of field technicians in the network. Finds ways to achieve first call resolution by exploring lower cost options to provide service (e.g. remote troubleshooting) before committing more expensive resources. Generates and leverages knowledge to facilitate a better service experience in the future and to exploit new sales opportunities.

Installed Base

Manages installed base data in the customer network, manages preventive maintenance, and provides the base information for optimizing most of the service management functions: such as parts and service demand forecasting, failure mode analysis, knowledge management, customer satisfaction surveys, and future sales opportunities. Brings together management intelligence from all service functions to enable companies based on target service level and cost (or service budget) metrics. Facilitates root-cause analysis and what-if analysis to provide management fact-driven decision support.

Warranty

Manages customer entitlement information and Service Level Agreements (such as response time commitments). Responds optimally to warranty claims by verifying customer entitlement information, approving claims, and managing supplier recovery. Provides deep analytics of warranty claims data to provide early warning of service issues, and failure trends.

Customer Care

Customer Care deals with all processes that interface directly or indirectly with the end customer, which have a significant impact on the quality of customer experience -- these processes include call center, troubleshooting, requests and complaints management, part and service requests and event-based or periodic customer satisfaction and loyalty index surveys.