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What is the Customer really expecting – After-sales Service, Spares and Support

Blog on Excellon Dealer Management System

Deliver a great experience to your customers and they will be happy, recommend you to others, purchase more and come back to your brand again in the future. The idea sounds easy. However, it is not that simple in practice. 

The manufacturing industry has been facing noteworthy challenges since the last few years due to slowing down demand and intensifying competition. Many authorized dealerships across several brands have started focusing on implementing core processes and furthering convenience with quick service to offer enhanced customer experience and superior after-sales service. Certainly, the payoff is showing overall satisfaction in the mass-market segment. Having the systems and processes that can guarantee a happy customer is an imperative aspect in today’s competitive marketplace with demanding consumers. 

After-sales service

Customer service is all about needs and expectations. Understanding customer needs correctly will help anticipate and exceed customer expectations. Offering excellent service after the sale spells numerous benefits like building trust and customer referrals that can lead to more business. Certainly, it is one of the simplest ways to increase sales. On the other hand, failing to provide customer service up to the mark could mean a customer switching to other options. Furthermore, it is easier to keep an existing customer as compared to finding a new one.

Seamless consumer experiences

In today’s highly competitive and digital world, customers look for transparency, choice, convenience, and value for money. The smart generation expects seamless experiences across each aspect of their lives.
Spare parts management

Precise and fast parts planning, forecasting, and demand planning will facilitate service resources to be in the right place and right time when required. The service supply chain needs to be efficient, visible, and ready to act in real-time. This will avoid the delays and save on customer waiting for the required part by making it available at the earliest.

Support

Facilitating and encouraging advanced booking of the appointment will save customers’ time and efforts to wait in the service center. When the customer comes to the showroom, real-time information and offers are of immense importance in addition to the prompt and efficient support. Provision of services like waiting lounge with television, magazines, Wi-Fi and refreshment can have their share in creating the better customer experience. Free shuttle service is a big welcome when the customer vehicles are undergoing maintenance. Helping your customers by providing additional tips and tricks for better maintenance of their cars can come handy to win their confidence and appreciation.

Focusing on gaining and retaining customers all through the complete value creation chain of sales and after-sales services is an integral aspect of today’s customer-centric world.

Creating a high-quality customer service opens the door to a long-term brand connection with customers. As discussed above, streamlining the improvement process, implementing software tools and services designed to bring forth valuable customer intelligence can help bolster brand reputation and sales by winning customer’s heart through a delighting experience.