After-Sales Offering

After-sales service is a strategically important area as it involves direct interaction with the customer. Does it play a pivotal role in your enterprise, in improving the efficiency of revenue-enhancing initiatives? 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 plays a pivotal role in customer loyalty, which, in turn, results in profitable revenue 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
• Low conversion rates from warranty-to-service contracts.
• Poor visibility of installed base resulting in delayed service, increased costs and poor CSAT
• Delay in identifying product quality issues that lead to damaged channel relationships and brand image
• 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)