Beyond the product quality, the after-sales service has a direct impact on the customer’s experience and therefore on your company’s image. For 84 % of the French, the quality of the after-sales service influences their vision of the company involved and even their purchase decision. Product-associated services account for an increasing share of the perceived added value. Reliability is a key component of the purchase decision of your customers and distributors, particularly on a very competitive market.
Your after-sales service is the perfect tool for customer monitoring and loyalty; finding a new customer is 7 times more expensive than selling to an existing customer. Your after-sales service helps to maintain a strong link with your customer beyond purchasing cycle and anticipate his new needs and purchase renewal. Moreover, you will be able to sense when he wants to turn to competitors. The true challenge is to increase customer satisfaction since it is a communication vector; a satisfied customer talks about your company to 3 persons at most, whereas an unsatisfied customer talks to 10 at least about it!
KIMOCE Purchasing software allows to analyse and optimise your whole after-sales service value chain:
- Provide an on-line service for the follow-up of the equipments and interventions to your customers
- Highlight your customer contracts through indicators associated with your various preventive maintenance actions
- Fix at first try through automation and optimisation of your intervention processes
- Measure customer satisfaction after each intervention