By following a holistic approach, we offer our clients a variety of after-sales modules that allow them to configure a market-oriented strategy individualized to the countries in question.Christian Bust, Management arvato South Africa
Service Readiness Management
When dealing with new technologies, it is paramount that knowledge be transported beyond country borders into local markets. We assume full responsibility for identifying and correcting any need for training at an early stage. Moreover, by providing you with our personnel, we become your general contractors for all after-sales activities in the desired country. This includes compliance with the individual service level agreements (SLAs). Because Arvato assumes the risk, you no longer have to worry about after-sales quality in your respective target country. Our objective is to raise the bar for service quality to the top level, thereby measurably heightening customer satisfaction on-site.
Trainings & Methods
Especially on international markets, decentralized structures encumber knowledge transfer between the OEM and dealers on site. Innovative products, continuous further development of service processes and new repair demands also mean that personnel have an on-going need for new training. We make all requisite information accessible and carry out individually tailored training of your service and sales staff. The pivotal factors driving the success of our training concept are a high degree of practical experience as well as our consideration of local circumstances. Both service quality and staff motivation are improved through professional training courses, which have the added benefit of sustainably shortening throughput times.
Customer Satisfaction Validation
It is a testimony of great confidence that you entrust your service quality to us. But to what extent are your customers truly satisfied with our after-sales services? In order to identify any trends in the wrong direction at an early stage, we validate our evaluation findings with direct customer surveys. In these questionnaires, we use a variety of channels to get honest ratings from your customers. This also enables us to uncover unmet training needs. Intuitive dashboards give you the option to maintain full transparency on all your after-sales activities throughout the world at all times. You can also take advantage of a cross- and up-selling opt-in for the anonymized analysis of customer data to generate added revenues directly on-site.