For anyone selling industrial machinery, expensive or high-end consumer electronics, transportation equipment, or utilites, the most important question to answer is that uptime will be maximized and field service is quick and efficient. For that reason, companies in these industries often have extensive and expensive field service operations which ensure a high level of customer satisfaction.
Your help desk may be part of the hub, or integrated service network, that the embedded software reports to. By reporting to the hub, it can trigger a trouble ticket as needed and start the process of getting a service rep to the piece of equipment in record time.
What is Proactive Aftersales Service?
In proactive aftersales service the products of the aforementioned industries contain software, much of it being embedded in the product. The embedded software communicates with the integrated service network, or hub, of the manufacturer. This communication is often switched “on” all of the time the piece of equipment is running or it is “on” when the piece of equipment is “off.” Diagnostics can be run, updates can be downloaded and installed, and the amount of time the equipment is in use can be tracked. The hub can learn diagnostic results, anticipate and prevent incidents, log incidents and upload a repair or send a technician, and track data for billing.
What is the driving force behind Proactive Aftersales Service?
One of the biggest forces driving proactive aftersales service is the reduction of downtime. Secondly, the reduction of repair and updating costs – both in downtime and in cost of a service team. Improved compliance becomes another factor. And the great improvement in customer satisfaction is a major reason for using proactive aftersales service.
What are the advantages of Proactive Aftersales Service?
The advantages of proactive aftersales service are improved customer satisfaction, decreased machinery downtime, improved product functionality, reduced costs of repairs and updates, and great feedback to manufacturing companies to improve product reliability and development.
Customer Satisfaction Depends on 5 Pillars of Customer Service | The Help Desk Blog
on Oct 22nd, 2009
@ 9:40 am:
[...] 3. Proactive aftersales service [...]