Jean-Pascal Maury

My area of expertise is the set up or the revamping of after-sales operations for digital products, particularly mobile devices. My contribution therefore focuses on the after-sales customer experience and covers several areas :

1. Defining and costing the customer experience that my client wishes to include in their offering. This often involves reshaping the concept of warranty to adapt it to the business model. It is an integral part of defining the base price of the product sold and associated services.


2. Developing optional service products to support the use of the device, usually extended warranty or insurance packages, end-of-lease trade-in, refurbishment, second-hand sale. In this case, it is a question of creating value by productising relevant additional services and generating an additional line of revenue and profit.


3. Designing, testing, implementing and documenting the corresponding processes, with the necessary strategic choices regarding internalisation/externalisation.


4. Drafting and negotiating contracts with all subcontracting partners involved in the service processes, with particular attention to the service level commitments and the performance measures that will be monitored to verify compliance with objectives. My involvement may include partners administration and the entire management of service operations over a specified period, with a gradual transfer of skills to an internal resource within my client's organisation.