Skillfully unlocking efficiencies

After-Sales Service & Management Solutions

After-sales service is a strategically important area as it involves direct interaction with the customer, and providing exceptional after-sales service can lead to positive word-of-mouth. Does it play a pivotal role in your enterprise, in improving the efficiency of revenue-enhancing initiatives and customer retention? Does it have a substantial impact on customer satisfaction and consequently on the re-purchase rate of your products/services? With organizations moving from “customer service” to customer experience, we believe after-sales support, as an example of after-sales service, plays a pivotal role in customer loyalty, which, in turn, results in profitable revenue growth and enhances the overall service experience.

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 contracts and renewing processes
Maintaining software license agreements is a key aspect of providing exceptional after-sales service.
Creating contracts and renewing processes for effective after-sales service

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

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