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Key Strategies for High Performance in After Sales Support
Roger Knocker • February 6, 2024
Key Strategies for High Performance in After Sales Support
Understanding the After Sales Landscape
After sales support is a critical component of business success, directly impacting customer
satisfaction and loyalty. In this section, we will explore key strategies to ensure high performance in
after sales support.
1. Customer-Centric Approach
- Implement customer feedback mechanisms.
- Personalize after-sales services based on customer preferences.
- Swiftly address and resolve customer issues.
2. Efficient Warranty Management
- Streamline warranty processes for quick resolution.
- Monitor and analyse warranty claims for insights.
3. Robust Inventory Management
- Maintain optimal stock levels to meet after-sales demand.
- Utilize technology for real-time inventory tracking.
4. Comprehensive Training Programs
- Train after-sales staff for product knowledge and customer service.
- Regularly update training programs to align with product advancements.
5. Proactive Maintenance Services
- Offer proactive maintenance packages.
- Predictive maintenance using data analytics.
Here are some suggested Key Performance Indicators
- % Customer Satisfaction Index (CSI)
- # Warranty Claims Processing Time (Days)
- # Inventory Turnover Rate
- % First-Time Fix Rate (FTF)
- % Training Effectiveness Index (TEI)
- % Predictive Maintenance Adherence Rate (PMAR)
- % Net Promoter Score (NPS)
- $ Average Resolution Time for Service Issues (Hours)
- # Backorder Rate (% Backorders)
- % Employee Satisfaction Index (ESI)
- $ Average Revenue per Customer (ARPC)
- # Return Material Authorization (RMA) Cycle Time (Days)
- % Customer Retention Rate (CRR)
- % Field Service Technician Productivity Index (FSTPI)
- % Parts Availability Rate (PAR)
- % Service Contract Renewal Rate (SCRR)
- $ Average Repair Cost per Service Request (ARCSR)
- % Escalation Rate (Escalations)
- % On-Time Delivery Performance (OTDP)
- $ Cost of After-Sales Support per Customer (CASSC)
Feel free to sign up for the KPI spreadsheet to access these and additional KPIs in a structured format that offers better context.
Watch the video below to see what you will get and how to use the KPI spreadsheet to take the guesswork out of KPIs
In the rapidly evolving world of data analytics, understanding foundational techniques is only the beginning. To truly stand out, data professionals need to go beyond the basics and leverage advanced methods that transform raw data into actionable insights. Building on Roger Knocker’s top 10 tips, this article explores advanced strategies to take your data analysis skills to the next level.
In a recent webinar, Roger Knocker, CEO of KPI Management Solutions, shared invaluable insights on extracting meaningful analysis from any data set. These strategies, honed over years of practical experience, are universally applicable—whether you're working with financial data, fitness statistics, or sales figures. Supported by research and best practices, here’s a breakdown of the 10 tips Roger presented to enhance your data analysis skills :