Post-sales services have become the leading business strategy for building customer loyalty and generating recurring revenue streams. This shift is happening across all industries – whether you manufacture products, develop software, or sell and install commercial or residential equipment, we can help. We have the right technology to help you track service operations, build and consistently deliver best practices, and control costs on warranties and field force management. We can help you build and implement the new style of long-tail services that help your business grow. We understand the nuances and complexities of delivering post-sales service – we want to work with you.
Manufacturing & Servicers
Customers invest in industrial and capital equipment to support crucial business operations, and they demand reliable support. Delivering excellent post-sales service and warranty support can build customer loyalty and ensure repeat sales. Powerful technology systems can help you stay a step ahead by managing your support organization in an efficient and cost-effective manner:
Perform trend analysis and track all key performance indicators (KPIs).
Track systems, components, and inventory levels to detailed levels, including parent-child relationships.
Capture service details to provide feedback for product design and development.
Build business process workflows to initiate automated service requests, entitlement approval processes, and parts shipping/ordering.
Tightly track warranties, SLAs, and contracts to reduce revenue leakage.
Manage all enterprise inventory and ordering.
Create rule-based processes prior to linking data to ERP.
Residential & Commercial Servicers
Homeowners and business owners demand first-call repair, requiring technicians to have the tools, parts, and knowledge for each call. Your margins get tighter each day, and your competition grows. The right technology solution can help you use mobile, GPS, and optimization to manage your business from dispatch and routing to resource allocation and contract management.
Build business process workflows with scripted responses for call intake to ensure optimal scheduling and dispatch.
Implement clear business and operational processes for techs in the field to elevate level and consistency of service.
Incentivize up-sell and cross-sell efforts.
Gain immediate approval for work order estimates and job completion via on-site signature capture, and speed billing cycles.
Track parts inventory and availability at the home office and via mobile device in the field.
Track KPIs, ID top performers, and avoid underpriced maintenance contracts.
Tightly control SLAs, warranties, and entitlements
Computer Hardware & IT Servicers
Computer hardware and software developers must shift to service-oriented business models to meet customer demands and build forward-looking revenue streams. This means fine-tuning entitlements, tightly controlling all support parameters, and building new long-tail services. Third-party servicers must do all of the above for multiple customers, keeping all of the plates spinning in the right direction. Post-sales service technology is crucial for bringing your organization forward.
Tightly manage licenses, version control, and entitlements to ensure operating costs don’t blow up the budget.
Implement advanced self-help options to support customers demand.
Manage draw-downs on retainers and contracts via multiple options, including blocks of calls, retainers, contracts, hour-based options, dollars, and more.
Build and implement new business processes using a drag-and-drop workflow engine.
Track all revenues and entitlements by vendor terms, client, end customer, or any combination.
Design and deploy business processes to automate manual processes and improve the bottom line.
Contact Centers & BPOs
Managing post-sales service for one organization is complex; managing it for a host of providers requires exceptionally strong business processes and technology. Warranty service centers and outsourcers need the ability to partition data, build individualized workflows, and quickly create new campaigns and trials, all while ensuring tight levels of security. We can help:
Segment data by client, product, or other criteria quickly and easily at the application level.
Create and update business processes and workflows with drag-and-drop ease across all channels – phone, email, and web-based support.
Build communities for agents to share data and techniques, collaborate on fixes, and streamline processes.
Offer global services with multilingual and multicurrency support.
Manage high volumes of calls quickly and effectively using workflows, guided scripts, and other strategies to ensure best practices.
Integrate seamlessly with all back-office databases and applications, including credit card verification.