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To the Service Counter, and No Further
Not all manufacturers and dealers offer battery-refurbishing
centers. If not available, a program is gaining popularity
in which the battery is serviced at the store level. When
a customer returns a faulty battery, the pack goes no further
than the store that sold the equipment.
The customer service clerk checks the battery
on site with approved test equipment. An attempt is made to
restore the battery. If not successful and a warranty replacement
is needed, a service report is issued, which is sent to the
manufacturer by fax or e-mail. After verifying the report,
the manufacturer offers replacement batteries as part of the
warranty replacement policy.
Warranty replacement can be further streamlined
by using the Internet and compatible battery analyzers. Such
a process will operate with a minimum of human resources and
run independent of office hours and time zones. Here’s
how it works:
The manufacturer first sends each participating
store an appropriate number of replacement batteries. When
a customer returns a faulty battery, service personnel test
the pack with the in-store analyzer. If restoration is unsuccessful,
the analyzer e-mails a report to the manufacturer, stating
the nature of the deficiency. Other information, such as the
date of purchase, battery type and customer name are also
included. The computer at the manufacturer’s headquarters
verifies the claim and, if valid, issues an inventory adjustment
against the spare batteries allocated to the store. When the
stock gets low, a re-stocking order is generated and additional
batteries are sent out automatically.
 Besides
lowering overhead costs, a fully integrated warranty replacement
system provides the manufacturer with accurate information
regarding the nature of battery failures. User patterns leading
to battery failure can be evaluated by geographic region.
For example, a temperature related failure might be more likely
to occur in warm climates than in cool ones. Batteries with
higher temperature resiliency can be allocated for these regions.
Recurring problems can be identified quickly and corrective
measures implemented within months rather than years. Such
measures can be as simple as providing the customer with better
operating instructions in preparing a new battery before use.
One of the most difficult problems in servicing
batteries at store-level is a lack of technical know-how by
the customer service personnel. With the ever-increasing number
of battery models, the task of identifying a battery type
and setting the correct parameters is becoming increasingly
more complex. Technology is not keeping pace in supplying
the battery market with suitable test equipment that is both
cost effective and easy to use.
To bring battery testing within reach of the
untrained user, battery analyzers must be simple to operate
and allow easy interface with all major battery types. Setting
the correct battery parameters should be clear and concise.
Uncertainties that can lead to errors must be minimized. The
manufacturer of the battery test equipment should be aware
that the task of operating a battery analyzer is not part
of the clerk’s job description.
The Batteryshop™ software by Cadex has
been developed for the purpose of simplifying battery maintenance.
When installed in a PC, the operator simply selects the desired
battery from the database of over 2000 battery listings.
With the Cadex 7000 Series connected to the PC, the
analyzer programs itself to the correct parameters with the
click of the mouse. The user only needs to insert the battery
into the appropriate battery adapter and everything else is
done automatically.
Some batteries, such as those manufactured by
Motorola, are equipped with bar code labels. If bar coded,
the user can simply scan the bar code label and insert the
battery into the analyzer. Here is how it works:
The scanned battery model number is matched with
the battery listing in the database. Cadex Batteryshop™
then assigns the appropriate battery configuration code (C-code)
to the battery and downloads it to the Cadex 7000 Series.
The analyzer is now programmed to the correct parameters,
ready to service the battery.
Not all battery packs come with bar code identification.
If not available, a label printer connected to the PC can
generate the missing bar code. These labels can be attached
to a separate sheet on the service counter. The bar code labels
may also be placed next to an illustration of the battery.
The clerk simply refers to the correct battery and scans the
bar code label associated with the battery. The system is
now set to service the battery.
In the near future it will be possible to view
the picture of the battery on the PC monitor. Clicking the
mouse on the image will reveal all model numbers associated
with this battery. A click on the correct model will program
the analyzer.
When training global staff, simplification and
automation make common sense. With tools now available that
do the thinking, employees no longer need to be battery experts.
Similar to a checkout clerk in a supermarket who, in the pre-computer
days, required full product knowledge can now rely on the
embedded bar code information. The price of all items purchased
is flashed on the screen and an up-to-the-second inventory
status is available. Such simplifications are also possible
in servicing commercial batteries.
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