After Sales Service Benefits
In this competitive market consumers have become increasingly conscious, not only about the products purchased initially but also about the product quality and its sustained performance. As a result of which more and more companies are strengthening their after sales service department. This helps them to ensure that customers are happy even after they have purchased the product. After sales service professionals make use of the customer feedback post delivery and incorporate them in order to main brand loyalty and attract new customers through the goodwill of the existing ones.
Therefore, one can say that after sales today has become an essential “sales strategy”. It helps an enterprise to attain a bigger market share, reduce the after sales leads and helps in effective customer retention. This is because customers today are quality conscious and if they face any unfavorable buying experience then they might not opt in for the same brand. This at times creates a negative “word of mouth” publicity affecting the company image and revenue. An effective after sales service team helps to counter this.
Simply put after sales service is the manner in which products and services are managed post their sales. This process is also known by other names such as customer care; reverse logistics, returns good management and so on. Regardless of the name the process involves numerous members in multiple locations and merges in internal and third party members within value networks. Few important facts about the process are:-
- 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 numerous service providers have come up with innovative after sales service using the Cloud Process. The key benefits are:-
- Enhanced customer satisfaction
- Cost reductions by 10 – 50 percent
- Lead times reduced by 20 – 50 percent
- Enhanced control
Advanced after sales service helps a company to automate, rationalize and optimize the process of the ongoing after sales process. It assists in integrating a complete value network team and other participating members. This in turn offers end-to-end control generated by configured business policies in the Cloud Process. This apart, there is continuous visibility of the total process based on real time data.
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