subject: How Important Is The After Sales Process In Consumer Durable Industry? [print this page] Have you experienced the pain a customer would feel on getting delayed services? The frustration when the customer executives say It will still take time, mam and your customer returns home agitated?
In business, keeping the existing customers happy is equally important to getting the new customers in. So when you keep the front door open for the new customers, it is also essential not to loose customers from the back door. Else, howsoever aggressive your marketing activities be, if your present customers arent happy with the after-sales support, there is no point winning new customers. So remember, Winning trust and Providing Best Customer Support is more important! Whatever the product, a certain percentage of all of them is likely to be returned for repair. While some products experience the aftermath of wear and tear, some may just die down during the warranty period. It is apparent that customers would want all the utility products to be repaired as soon as possible. Hence manufacturers pay superior attention to repair and deliver the products in minimum turn-around-time. So how would you ensure that the repair cycle is on track or it seeks improvement? If you rely on emails and phone for a humongous process like repair and service, which randomly includes Job creation/ Work Order Creation, Warranty Management, Part and Service Claim handling, Escalation Mechanism and complete management of overhaul process, you are risking your business and loosing to the competition until now!
Web based Repair Management Systems are specialized software designed for the repair/servicing industries that require automated tools to keep track of repairs. Few of the key features and benefits of a Service / repair Management system are:
Features:
Call Logging & Allocation
Warranty Tracking
Inventory Management
Forward & Reverse Logistics Handling
Escalation Mechanism
Performance monitoring of Repair Channel
Product Performance Monitoring
Part & Service Claim handling
Benefits:
Determines Spare Parts Requirement
Streamlines Maintenance, Repair and Overhaul Processes
Reduces and enables ability to track Turn-Around Time (TAT )
Repair/Service Management System is up and running in the market, and it is very likely that your competitors are using it to streamline their after-sales! A well tested and tried Service/repair Management application offers end-to-end to solution for service center automation that let manufacturers gain greater control of their service executives and the jobs they are allocated to. Reduction in TAT and informed customers subsequently strengthen Client-Customer Relationship!
