Post Sales Service Excellence

Many companies, especially those with technical products, are currently experiencing strong sales growth. Where there is a lot of sales, there is also a lot of work involved in service (pre- and after-sales) – an aspect that is often neglected with all the focus on strong sales and marketing figures.

External challenges from customers/sales partners

Growth in sales is not only accompanied by an increase in the volume of service contacts. The complexity of enquiries is also increasing due to technical progress in products and services. The demands of customers and sales partners are becoming ever higher, as giants such as Amazon and Co. offer clear, fast and customer-orientated answers and solutions.

Internal challenges based on your own company

In themselves, these challenges can certainly be seen as a positive incentive to move the company and the service sector forward. However, rising personnel costs and the difficulty of finding skilled labour in particular often weaken the development of service. The high workload falls on just a few competent service employees.

Our consulting approaches

Dr. Fried & Partner supports companies in efficiently processing the growing volume of contacts by increasing external and internal digitalisation, while at the same time continuously offering customers/business partners an optimal experience and reducing the workload of employees. We call this Post Sales Service Excellence.

Together with our clients, we develop strategies to reduce contact in service centres through self-services on the company’s website or app. We provide support in analysing the use and implementation of botted services, dynamic FAQs and robotic process automation (RPA).

In order to process incoming enquiries in a structured and therefore efficient manner, we help companies to implement conscious control of contact channels and intelligent routing within the service unit(s). Thanks to our many years of expertise in the field of CRM and knowledge management tools, we provide support in the selection of a suitable system. Dr Fried & Partner is an independent consulting company and takes into account the individual requirements of each company for the tool. We offer training to motivate and develop service employees and help with the implementation of New Work models.

See also these blog articles on the consulting approaches:

• Successful service automation
• Structured contact avoidance for better service
• Knowledge management in customer service
• Establishing changes in the sense of New Work in sales and service units
• Employees in sales and service units – preventing staff shortages and ensuring long-term employee retention

Your results

By implementing our Post Sales Service Excellence consulting approach, the following successes can be celebrated:

• Securing sales opportunities through good availability and quick response to enquiries via the relevant contact channels
• Increasing the closing rate by constantly improving the sales and technical skills of employees
• Optimising the customer experience by making consistent use of the digitalisation opportunity
• Increasing customer/sales partner loyalty through structured support
• Increased efficiency through continuous process and interface optimisation
• Increasing the recommendation rate through satisfied customers and sales partners

Ready for Post Sales Service Excellence? We look forward to hearing from you!

By the way: In our customer projects, we also support our clients in the future-orientation of their sales and services in these areas:

• Implementation of innovative technical support/after sales approaches
• Implementation of powerful sales units
• Introduction of profitable digital business models