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Today, after-sales service is not just about solving problems: it's becoming a performance driver for companies. With the rise of digital tools, transforming your after-sales service into a proactive platform is not only possible but, according to Gartner, essential to meeting your customers' expectations. How about an after-sales service that improves customer satisfaction, maximizes your teams' operational efficiency and helps you grow your sales? We'll show you how!
Digitizing the after-sales service: what are we talking about?
When we talk about digitizing the after-sales service, we're talking about a veritable revolution in the way customers are served. No more waiting in line, no more complicated processes, no more loss of customer confidence! Digitization means making the after-sales service process simpler, smoother and more pleasant for your customers, your staff and your partners (suppliers and repairers), by focusing on three key areas:
1. An online after-sales service that empowers customers
With online after-sales service, customers can take matters into their own hands! In just a few clicks, they can track the progress of their requests, find solutions or diagnose minor problems themselves, while still having the option of visiting a point of sale or calling customer service if they prefer. More flexibility for them, less work for your teams!
2. Automated contracts and procedures for greater efficiency
Imagine teams spending less time ensuring that they are following the latest known process, and more time supporting their customers! By digitizing supplier contracts and after-sales procedures, we simplify the lives of our employees and streamline exchanges with our partners (manufacturers, repairers). The result? Precise, rapid after-sales service and a significant reduction in after-sales costs!
3. Omnichannel care, integrated into the customer journey
By integrating after-sales service into the entire customer journey, we do much more than respond to a one-off need: we collect valuable information to anticipate expectations and offer tailor-made solutions. All the data generated (customer and product data) becomes a real goldmine for improving the customer experience and boosting the sustainability of your offering.
Online after-sales service: the new key to customer satisfaction
Imagine you're a customer, and your dishwasher breaks down at 6pm on a Saturday. You look for a solution online, to no avail. You call the company's customer service department on the same day, or anxiously wait for Monday, explain the problem several times, and wait... a long time. Now imagine the digitalized version: you declare the problem in a few clicks on your customer area, with an automated follow-up that keeps you informed every step of the way, from handling to resolution. You may even be able to detect that it's actually a problem of use rather than a breakdown, and resolve it yourself in just a few minutes! And in the worst-case scenario, you'll be able to order spare parts or schedule an in-home service!
It's this transformation that online after-sales service is aiming for, where, according to a Salesforce study, 80% of customers consider their experience with a brand as important as the product itself.
From a retailer's point of view, online troubleshooting can reduce the number of after-sales service files opened by 10 to 20%, while also having an impact on your customers' NPS. And in the event of a confirmed breakdown, online after-sales service enables customers to create their own case file, so that your teams can concentrate on the support missions where they have real added value!
To remember: A digitalized after-sales service gives customers the assurance of being taken care of efficiently, and companies are finding that this positive impact on customer satisfaction reduces unnecessary interactions and optimizes costs.
Digital after-sales service: concrete levers to boost performance
By digitizing your after-sales service, you move from a reactive to a proactive approach. Rather than waiting for a problem to arise, a digital solution can anticipate needs and even resolve certain concerns before they become visible to the customer.
1. Improve operational efficiency and streamline processes
Digitizing the after-sales service enables all customer data to be centralized on a single platform, making it easier to track repairs, product returns and requests for assistance. According to a study by McKinsey & Company, companies that have digitized their after-sales service see a ~20% reduction in processing times, improving their operational efficiency. A case in point is Leroy Merlin, which observed a 30% improvement in the efficiency of its point-of-sale after-sales service compared to their previous support solution, thanks to the standardization and digitization of procedures, reducing errors and offering greater comfort to their staff. To find out more, read the full case study.
2. Cost reduction: fewer losses, more profits
With a digitalized after-sales service, costs are optimized: automation of recurring tasks, inventory tracking and loss reduction are just some of the benefits.
According to Deloitte, companies using predictive management in their after-sales service see significant reductions in technical support costs. Thanks to the Platana solution, ADEO was able to achieve a supplier warranty refinancing rate of 99% by digitizing its contracts and systematically applying contractual procedures, proof of the direct impact on savings achieved. The result? Better planning, greater customer satisfaction and, of course, reduced financial losses in the after-sales department!
3. Create a personalized customer experience for lasting loyalty
A well-executed after-sales service does more than just solve problems: it provides a personalized, seamless experience for every customer. According to PWC, 73% of consumers say that customer experience directly influences their purchasing decisions. By providing tailored responses and accessible follow-up, you show your customers that they really do matter to you. Make your after-sales service a real competitive differentiator!
4. Harnessing the power of data for strategic decisions and intelligent after-sales service
Digitization isn't just about improved customer experience or enhanced operational efficiency: it also harnesses the wealth of data. Digitized after-sales solutions analyze customer behavior, recurring breakdowns and product performance, providing a solid basis for strategic decisions around the Offering.
Anecdote: Leroy Merlin reports a 60% reduction in the cost of managing an after-sales file thanks to the digitalization of its after-sales service, with the implementation of the Platana solution (Read the full testimonial)
5. Business opportunity:Develop sales of services and spare parts.
Did you know that a well-structured, digitalized after-sales service can open new doors for your company? In fact, it can expand your range of services by offering out-of-warranty repairs and the sale of spare parts.
By offering your customers extended repair solutions, you can not only generate additional revenue, but also meet a growing demand for durable products. For example, a customer whose product is repaired beyond the warranty period is more likely to remain loyal to your brand, and to see you as a trusted partner.
What's more, this approach fits in perfectly with the circular economy, strengthening your brand image while increasing your long-term sales opportunities. It's a win-win situation!
Conclusion: An opportunity for the future
Digitizing your after-sales service is not just a question of operational efficiency: it's a winning strategy for optimizing your ROI. With a proactive, customer-focused digital solution, companies create value and strengthen customer loyalty at every stage. By adopting tools like those offered by Platana, you can transform your after-sales service into a lever for performance and customer satisfaction.
So, are you ready to take your after-sales service to the next level?
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