Posts Tagged ‘proactive aftersales service’
Customer Satisfaction Depends on 5 Pillars of Customer Service
Wednesday, October 21st, 2009
5 pillars of customer service
Service delivery can determine customer loyalty and profitable growth. The status quo is not good enough and it is not sustainable. It is essential for all businesses to constantly look at the next evolution of their customer service. Five areas are especially important for moving to the next level of customer service in any company:
1. Integrated virtual call centers
2. Integrated service networks
3. Proactive aftersales service
4. Customer touch-point management
By looking at previous blog posts on each of these (click on each one to go to the blog post), comment on which one is your “next big thing” to work on and why.
Help Desk Transformation Part 3: Proactive Aftersales Service
Friday, September 18th, 2009For 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.