Expertise

We turn knowledge into orientation

Sales & After Sales

We keep you on the road to success

Because we don’t let customer relationships end after the sale. Our formula for success is the analysis and further development of the sales and after sales strategy, organization and processes, as well as the increase in customer satisfaction and sales at optimized costs.

Strategy and innovation

In a constantly changing world, companies are facing increasing challenges in the aftersales area. We develop innovative and customized aftersales strategies and solutions for you. Our service portfolio includes:

After Sales Operating Model Optimization
We optimize your after sales organization and processes to ensure smooth, efficient operations.

Identification of Customer Needs (Customer Experience)
Our approach puts the customer at the center. We help you develop a deep understanding of your customers to deliver personalized and engaging service offerings.

Monetizing new business models
Accelerated development in competition, markets and trends requires adaptation of existing marketing and business models. We help you to develop and implement new monetization channels and enable your company to benefit from the new opportunities of this time.

Warranty, guarantee and goodwill management

Successfully mastering the many challenges in this area is crucial for positive customer satisfaction and sustainable customer loyalty.

Warranty and guarantee management
We support you in developing and implementing warranty and guarantee strategies that enable the smooth processing of warranty and guarantee claims. The focus is particularly on optimizing processing, billing, analysis, and increasing customer loyalty and satisfaction.

Goodwill management
We advise you on the design of goodwill arrangements and benefits to provide your customers with exceptional services. Our experienced team develops customized solutions for goodwill inquiries and ensures prompt and fair goodwill processing.

Circular Economy and Remanufacturing (Circularity)

Sustainable business models throughout the entire product life cycle are increasingly determining consumer purchasing decisions. In line with your strategic and business objectives, we are your partner for circular economy and remanufacturing by developing resource-efficient solutions that retain customers.

By remanufacturing used parts and setting up closed-loop systems, manufacturing costs and CO2 emissions can be significantly reduced. We support you in identifying the right parts portfolio, the appropriate R strategy (e.g. remanufacturing, refurbishment, repair, reuse or recycle) and suitable technologies. In doing so, we accompany you from concept development to implementation.

As a response to resource scarcity, increasing ecological demands and legal requirements for climate and environmental protection, the circular economy approach focuses on efficient resource use and minimizes your product carbon footprint. With our expertise, we can evaluate financial and ecological potential to provide a valid basis for decisions on planned activities.

Service products

The development of service products in aftersales is a crucial aspect for companies that want to offer their customers comprehensive customer service and long-term loyalty.

To increase the attractiveness of your products and thus promote medium- or long-term customer loyalty, we conduct market analyses. We take a close look at the expectations regarding additional services of potential and existing customers for you and create a forecast of possible and future changes in market needs.

Optimization of service, maintenance and repair contracts
Continuous optimization of contracts is an elementary component to improve both customer satisfaction and profitability in after sales. We help you tailor service, maintenance, and repair contracts to the specific needs and requirements of your customers without losing sight of revenue potential and profitability.

Support in developing and optimizing digital services
Technology continues to advance and customers increasingly prefer digital channels for accessing services. We help you develop and optimize customer services and benefits in your customer portals or reduce maintenance and repair efforts through remote services.

Marc Perbix
Senior Partner

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Project examples

WITH US, THERE IS NO SOLUTION off-the-shelf

 

Absolute identification with the specifics, concerns and problems of our customers distinguishes us as an excellent consultancy. We accept their challenges as if they were our own. Our examples for Sales & After Sales projects speak for this.