AFTER-SALES

Digitalize your after-sales service to boost repairs

Digitalize omnichannel customer care and your employees' business processes, for a reinvented aftersales experience that boosts your economic performance and the widespread adoption of repair.

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after-sales service

The benefits of digitizing your after-sales service

A flawless customer experience

After-sales service must be accessible via all the brand's channels, and enable customers to have their product problem solved on the first contact.

Outstanding operational efficiency

It's essential to give employees access to tools that improve their comfort and efficiency, and enable you to meet your contractual commitments.

A significant financial impact

Thanks to a record warranty refinancing rate, productivity gains for your point-of-sale teams, empowerment of your customers and the implementation of a structured after-sales sales policy.

Strategic data management

It has become essential to manage the sustainability of your offer, both internally and externally, and to develop your offerings towards more services and access to spare parts.

Omni-channel customer care

Our team will support you in sizing and implementing your project, to maximize ROI from the very first weeks, and guarantee optimal change management, both in the day-to-day lives of your staff and in relations with your suppliers. We support you every step of the way, from the complete overhaul of your after-sales procedures to their implementation across your various channels (retail, web, call center).

The steps involved in taking care of your customers on your e-commerce site:

The steps involved in getting your in-store staff to take care of you

How does it work?

Our team will support you in sizing and implementing your project, to maximize ROI from the very first weeks, and guarantee optimal change management, both in the day-to-day lives of your staff and in relations with your suppliers. We support you every step of the way, from the complete overhaul of your after-sales procedures to their implementation across your various channels (retail, web, call center).

1. Set up your processes

Our experts can help you overhaul your after-sales procedures (customers, employees, partners).

2. Connect your tools

Depending on the desired customer experience, we define a set of target data flows (CRM, product, transaction, inventory, etc.).

3. Deploy courses

Your network and your digital teams are supported in the implementation of a new approach to customer care.

4. Improve your productivity

Within the first few weeks of deployment, you'll notice an improvement in your management times, and a reduction in your costs and financial losses.

5. Monitor your KPIs

Track your after-sales performance in real time, by product type, brand, store, team or sector.

1- Set up your processes

Our experts can help you overhaul your after-sales procedures (customers, employees, partners).

2- Connect your tools

Depending on the desired customer experience, we define a set of target data flows (CRM, product, transaction, inventory, etc.).

3- Deploy the courses

Your network and your digital teams are supported in the implementation of a new approach to customer care.

4- Improve your productivity

Within the first few weeks of deployment, you'll notice an improvement in your management times, and a reduction in your costs and financial losses.

5- Manage your KPIs

Track your after-sales performance in real time, by product type, brand, store, team or sector.

Key success indicators for the digitization of Leroy Merlin's after-sales service

+12pts NPS

on the Repair path

60%

reduction in the cost of managing an after-sales file

99%

refinancing rates with suppliers

"It was very important for us to work with after-sales experts. What's more, the completeness of the Platana solution met our omnichannel needs in every respect, as well as being able to support us internationally.
Since implementing the Platana solution, we have seen an improvement in customer satisfaction, measured through NPS, and a significant increase in the comfort of in-store staff when dealing with customers, thanks to the digitization of processes."

Pierre Lemaire
After Sales and Repair Leader - ADEO Services
Pierre LEMAIRE
Repair & after-sales service leader - Adeo

Our assets to make your project a success

With Platana, you can transform your after-sales service into a profit center and a lever for customer loyalty. Our process automation features enable you to achieve unprecedented gains in productivity and customer satisfaction.

With Platana, you can transform your after-sales service into a profit center and a lever for customer loyalty. Our process automation features enable you to achieve unprecedented gains in productivity and customer satisfaction.

Expertise

after-sales service professions

Compl├ętude

technical solution

100% integrated

to your eco-system

International

Multilanguages and countries

Our partners

Discover our ecosystem of partners ready to support you in implementing your project, as well as our range of interfaced technologies that will simplify deployment and facilitate change management.

Discover all our partners

Discover our interoperable solutions

after-sales service

After-sales service

Transform your customers' after-sales support into an omnichannel process, and digitalize your after-sales procedures.
repair

The repair

Easily supervise your repairs, in the workshop or at home, with your teams and/or partners.
product recall

Product recall

Deploy and manage your recall and product withdrawal campaigns with the necessary rigor and efficiency.