Machinery and plant manufacturers often achieve a higher margin with aftersales services than with the actual sale of their products. It is worthwhile for them to invest in service measures. The challenge for aftersales management is to focus on customer needs and meet all customer requirements.
But the expectations are high: Many B2B customers expect round-the-clock support with fast response times. After all, plant operators in particular depend on a quick and uncomplicated solution to their problems with machines and systems. To meet these requirements, more and more companies are relying on digitization and automation.
Example: Digital spare parts catalogs contain up-to-date information on various parts. If the catalog can be used intuitively and is linked to an online store, the retailer can use it to generate sales around the clock.
Another challenge to providing good service is the qualification and motivation of aftersales staff. However, the shortage of skilled workers makes it difficult to find qualified employees for customer service. This often leads to existing teams being overloaded with the new tasks and support quality suffering as a result.
Modern software takes the pressure off aftersales support staff. It helps to increase productivity in service. In a service information system, for example, they can quickly find the information they need. This enables them to provide customers with targeted help for an immediate problem.
Service technicians also benefit from such a system: Since information can usually be accessed remotely, they can access it at the customer's site and solve problems on the first call. This saves time and travel costs.