The transformation of the after-sales service model

The advent of new technologies enables us to transform our value proposal, maximizing income and reducing total operational costs.

After-sales is a significant sphere of activity for many companies, and one that can generate value and optimize long-term customer relationships when properly carried out.

The emergence of the IoT and digital conversion have brought about a new service model that provides the means to radically increase the value of our services, and our revenue along with it, as well as improve its efficiency and reduce operational costs.

State-of-the-art equipments register and store information on their use. The analysis and processing of this data enables us to elaborate more effective sales campaigns, adapted to the specific need of each customer, and broaden our revenue.

This kind of analysis also facilitates the detection of new additional high added value services, which provide supplementary sources of income. Some examples of this are the extension of warranties or the comparative benchmarking of equipment, which enable the client to optimize its use, while offering the same service level.

The equipment not only registers and stores information on its use, it also transmits technical data in the event of a malfunction. In this way, technicians can foresee necessary replacements and solve incidents in a unique visit. In many cases, the malfunction can even be solved remotely, avoiding in-person appointments. The new technology significantly decreases operational costs in a line of service that has traditionally relied heavily on manpower.

On the other hand, the now accessible technical information can also be used to predict potential glitches and adequately adjust preventive plans, achieving an enhancement of equipment reliability, service quality and a longer equipment lifespan. 

Digitization improves the mobility of the organization and service efficiency, with breakthroughs such as augmented reality solutions, digital work reports and digital catalogs of spare parts and replacements.

By means of augmented reality solutions, technicians can have real-time data on the equipment, technical blueprints and other visual aids that facilitate the execution of their job, thus optimizing intervention times.

Digital work reports enable us to have reliable information with regard to the technicians’ work times. The analysis of this data is valuable to improve equipment efficiency. For example, we can examine technician trips and movements in order to suggest route improvements and reduce total commuting times. We can also measure downtimes, identify their causes and take measures to decrease them.

Furthermore, digital catalogs of spare parts enable technicians to identify the required replacements and generate order forms, eliminating downtimes derived from searching for materials and reducing the total duration of the process.

The emergence of new technologies is closely tied to generational change, and users expect a new service model that is adjusted to their interests and attitudes. In this context, we as companies face the challenge of transforming our after-sales service. This will, in turn, maximize our generation of value, satisfy new client expectations and optimize our long-term customer relationships.

A successful implementation of the new model will require to adapt technical capacities and adjust the managerial approach. To do this, it is necessary to transform current work dynamics and instil a culture of change that ensures regeneration over time.