Digital transformation: How technology can help change the face of ‘after-sales’ service centres

Digital transformation: How technology can help change the face of ‘after-sales’ service centres

The past year has accelerated the need for integration of digital technology into all areas of a business, allowing for fundamental changes in how a company operates and the value delivered to the customer.

Good service has always had a positive effect on the earnings of a company and often makes a big contribution to total sales, profit margins and the overall balance sheet. But over the last year we have witnessed and experienced first-hand how the after-sales service can develop into an important strategic factor for success.

There are two key trends that are driving the customer experience in the market - products are getting smarter which means that customers are getting more specific in their quest for solutions and secondly, the customers are getting savvy in their expectations from services, given the change in lifestyles.

In the event of a malfunction in such smart products, customers expect immediate resolution of problems, since these products are serving vital roles in their daily lives. The unfortunate reality is that most after-sales service centres are unable to manage the enhanced level of expectations of the customers.

The only way to address this challenge is to adopt digital technology to propel the process of data