After-sales is an important link between any company and its customers. It helps to build strong customer relationships and improve customer satisfaction and loyalty, and is a potential source of profitable business.
Service and maintenance are not bound by time or place; they are carried out whenever and wherever a need arises – in different cities and in different countries. But the playing field is in constant change: with the emergence of intelligent sensors and Industrial Internet of Things (IIoT), we can get ever more accurate forecasts and early warnings.
Many companies have discovered new business opportunities in service and spare parts services for both their own and competitor’s products.
Service and maintenance
After sales support with well-orchestrated service and maintenance operations represents significant added value by means of increased customer satisfaction and business growth potential.
Combining manufacturing information seamlessly with in-use monitoring data over a product’s lifecycle creates a solid foundation for successful and profitable after sales business. This information can be used, for example, for scheduling preventive maintenance, thus minimizing downtime and the associated business impact. Furthermore, field engineers have constant access to up-to-date information about the installed base, operation hours, and service history, even when on the road.
Service managers and supervisors can plan and control field operations, and field engineers can view work order lists and report device usage and service information, used materials, and work completion with tablets in real time. In addition to real-time reporting, the field staff are able to handle customer invoicing directly in the field.
This saves time and money, ensures that information is always up to date, and facilitates prompt customer invoicing.
Spare parts business
Flexible and timely availability of original spare parts can provide a significant competitive edge. Costs are saved when device-specific spare part information can be viewed through spare part catalogs and exploded-view drawings and ordered to be delivered directly to the installation site. Spare part availability and delivery status information is also available as necessary to the service staff, enabling timely service operations.
This saves from unnecessary service calls and excessive stocking of spare parts. Spare part catalogs and drawings are also available on-site through the field engineers’ tablet devices.