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After-sales service & management solutions
After-sales service refers to all support, processes, and management activities that occur after a customer completes a purchase including warranty management, service contracts, returns, and technical support. Effective after-sales service management directly impacts customer retention, repeat revenue, and brand loyalty. Exceptional after-sales service also drives positive word-of-mouth, turning satisfied customers into active brand advocates. Infosys BPM delivers end-to-end after-sales management solutions designed to reduce cost, eliminate revenue leakage, and drive measurable customer satisfaction.
Contact us today to discover how Infosys BPM can transform your after-sales service and drive business growth.
Focus areas for after-sales management
After-sales service is part of every brand’s promise, but it is not without its challenges:
- Sub-optimal supply chain operations leading to decreased revenue from services and dissatisfied customers, highlighting the importance of after-sales service
- Low conversion rates from warranty-to-service contracts.
- Poor visibility of installed base resulting in delayed service, increased costs and poor CSAT
- Delay in contract renewals can negatively affect the purpose of after-sales service.
- Delay in contract renewals
- Disparate systems requiring extensive collaboration.
- Poor adjudication of warranty claims leads to increased cost (meaning companies may not have adequate staff/right staff to assess the warranty claim correctly. IBPM can bring in that focus)
- Sub-optimal planning effort for warranty support resulting in increased warranty costs (this points towards inventory optimization effort – companies may not have the bandwidth to analyze historical data and gain insights into MTBF (mean time between failures), etc. for various parts, resulting in excesses/shortages of parts in the inventory)
Range of after-sales services
Our dedicated team of after-sales management experts collaborates with you to provide these specialized offerings, ensuring a seamless service experience that enhances brand loyalty:
Warranty management solution
We leverage an end-to-end solution approach that addresses your warranty challenges involving people, process, and technology. Our one-stop warranty management solution provides you with a collaborative methodology that integrates the following:
- Claims management
- Dealer management
- Supplier recovery
- Financial management
- Warranty analytics
Service revenue management solution
We adopt a comprehensive approach to assist you in optimizing service revenue management. as it is essential for maintaining relationships with existing customers and fostering repeat customer behaviour. Our solution encompasses the complete lifecycle of a contract and also includes database management and analytical reporting for troubleshooting product or service issues. The five components of our solution include:
- Monitoring installed base activity to ensure happy customers and enhance customer satisfaction
- Confirming installed base changes and updating contracts is crucial for maintaining strong customer relationships and providing technical support
- Creating and renewing service contracts to ensure continuity and minimize revenue gaps
- Maintaining software license agreements is a key aspect of providing exceptional after-sales service.
- Generating analytical reports and troubleshooting documentation to resolve product or service issues proactively
Service parts management solution
Our after-sales holistic solution integrates with your organization’s ecosystem, helping unlock significant value through the uplift of service revenues and prevention of revenue leakage, while also enhancing the types of after-sales service we offer. We perform sensitivity analysis, monitor the entire value chain, and provide efficient service supply networks to enhance customer support, ensuring good after-sales service.
Inventory optimization in maintenance repair and operations (MRO) solution
Our cloud-based technology and innovative sales service delivery models ensure that your organization cuts the total cost of ownership (TCO) related to operations, reduces working capital, and decreases stock-outs
Challenges and solutions
Our after-sales management model covers the complete lifecycle from warranty claims and service contracts to installed base monitoring and MRO inventory optimization. We work across people, process, and technology to address your specific service challenges without a one-size-fits-all approach.
We provide an end-to-end warranty management solution covering claims management, dealer management, supplier recovery, financial management, and warranty analytics addressing both the cost and accuracy challenges that typically arise in enterprise warranty operations.
Revenue management solution monitors installed base activity, manages contract creation and renewals, and maintains software license agreements addressing the common problem of delayed renewals and missed contract opportunities that directly impact service revenue.
Our MRO and service delivery solutions are designed to reduce total cost of ownership, lower working capital requirements, and decrease stock-outs. The specific impact depends on your current operations which is why we recommend starting with a detailed assessment of your environment.
Request for services
Find out more about how we can help your organization navigate its next. Let us know your areas of interest so that we can serve you better.
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