Key to Innovative After Sales Services
Marketing and sales is an integral department of an enterprise. When it comes to executing a thorough and systematic “sales strategy” it is essential to ensure that proper after sales service initiatives are incorporated. A consistent after sales practice has the potential to make an organization gain maximum market share, bring down the rate of after-sales related overheads on products and services and many more. However, the most important benefit that it leads to is user retention. Most consumers will not repeat their purchase if their initial buying experience has been faulty and not up to the mark.
There are eminent brand names in the market that undermine the potential that a well structured after sales service has to offer. It gives an enterprise competitive edge over the other market players. Majority if clients want high quality customer service, especially as they focus on attaining apt value for money. Furthermore, consumers today are willing to spend more money on goods, services and other products for the best service post sales.
Simply put, after sales service is the method of handling products after they have been sold to the users. This process overlaps with other principal procedures such for instance customer care, returns product management, reverse logistics and many more. Regardless of the name, it is a complicated section and requires multiple members in numerous locations. It also combines the internal and third party members within a value network. Some important facts about after sales are listed below:-
- About 6% of all items sold are returned ( as per Returns Logistics, 2009)
- Almost 68% of returns have zero technical fault ( as per Accenture report, 2007)
- The average loss related to a return is €19 ( as per Newgistics, 2007)
- The processing returns costs four times as much as processing the original order
- An average of one consumer phone call is made per return
Today leading companies have introduced after sales solutions and make innovative use of the Cloud Processes. These solutions enable in optimizing, automating and rationalizing the method of continuous after sales business procedure. It enables in integrating a comprehensive value network, the collaborating groups and members. It also provides a continuous control that is a result of configured business policies and logic in the Cloud Process. Furthermore, there is continuous visibility of the complete process and is based on the real time information. An efficient digital management provides easy accessibility of all the essential data related to the after sales service.
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