Why Industrial Manufacturers Need to Address Customer Experience Challenges in After Sales
Discover how industrial manufacturers can revolutionize their post-sale genuine parts business by focusing on delivering an exceptional customer experience. With the right strategies, you can create lasting relationships, boost satisfaction, and drive loyalty by better supporting the after-sales experience for your customers. Let’s explore the innovative approaches leading industrial manufacturers are implementing that can set your after-sales business apart from the competition.
Original Equipment Manufacturers (OEMs) competition for market share is not won solely on the strength of a product’s initial sale, but on an ongoing relationship in post-sale services. The ongoing customer experience throughout the product lifecycle needs to consider spare part procurement, maintenance, and services to build customer loyalty. OEMs that neglect the post-sale customer experience with lengthy processes, lack of self-service, and missed upselling opportunities affect customer satisfaction and drive them to your aftermarket competitors.
It is crucial to recognize that equipment services during the product lifecycle should not be an afterthought; they should be a strategic imperative. Successful support throughout the product lifecycle can lead to substantial and profitable revenue after the initial sale by offering valuable insights into product performance and your customers’ needs. The post-sale segment permits OEMs to take control of their part sales and service success by developing brand loyalty through a steadfast commitment to customer experience.
Providing your customers with a seamless parts and services experience can be a powerful differentiator that turns them into brand advocates. Taking this strategic approach also increases their lifetime value and opens avenues for upselling and cross-selling opportunities. OEMs that excel at helping customers keep their industrial machinery up and running create a positive cycle where satisfied customers continuously return for parts and services, supporting further growth and profitability.
Digitization in After-Sales Should Start with Parts Identification and Procurement
Industrial manufacturing leaders are strategically investing in technology to streamline their core post-sales services. While it is tempting to focus on cutting-edge digital solutions, OEMs must strike a balance between pursuing advanced data-driven services and strengthening their core genuine spare parts identification and procurement processes. The appeal of e-commerce, artificial intelligence (AI), and other technologies is strong. However, neglecting the fundamentals of part search, availability, and service quality can leave even the most innovative OEMs vulnerable to aftermarket competitors.
Digitization holds immense promise for enhancing the after-sales experience, but OEMs should remember that customer satisfaction is built by streamlining the fundamentals. The latest digital tools will not sway customers who still struggle to procure the correct part quickly and easily. Supporting customers with intuitive part identification capabilities, readily available inventory, and knowledgeable support is essential for a positive customer experience in the service cycle of the products. These fundamental elements help address the immediate needs of customers, build trust, and demonstrate a commitment to their success. By solidifying this foundation, OEMs can implement value-added technology that removes friction from the parts procurement experience.
Addressing the Fundamentals of a Digital-First Customer Experience for Post-Sales Support
Your success in servicing products after their initial sale should be built with customer experience in mind. Customers care about machine uptime, speed of service, and ease of use when it comes to serving an industrial machine. OEMs that start by addressing these foundational fundamentals will deliver a customer experience that is frictionless and helps them be successful.
Let’s dive into the fundamental pillars to address for a customer-first digital solution that drives more genuine part sales:
AI-Powered Part Identification and Procurement: Customers today are eager to locate and order the parts they need quickly, no matter the channel they connect with you. By harnessing AI-driven visual search features like 2D or 3D exploded view and image searches, you can provide swift solutions for part identification for any end user. A comprehensive online parts catalog with user-friendly search options and clear pricing enhances the experience by empowering customers to easily find and purchase the parts they need on their terms.
Fast Fulfillment and Parts Delivery: Downtime can severely impact productivity and put your customers in a position to seek the path of least resistance to procure replacement parts and service. To meet customer expectations and minimize disruptions, OEMs must focus on the swift and efficient delivery of parts that customers experience in their B2C life. Providing flexible shipping options with localized inventory management and real-time order tracking gives customers the visibility and control they desire.
Personalized Service: One-size-fits-all does not cut it anymore with modern technology driving customer expectations. Tailor your genuine parts and service offerings to individual customer needs by using existing data and analytics to provide customized recommendations and support. Utilizing AI and analytics around machine performance and customer behavior over time will help you anticipate their requirements to offer predictive maintenance services. By demonstrating that you understand their unique challenges with predictive maintenance and other parts and service recommendations, you will build customer loyalty that extends over the complete product lifecycle.
Accessible Technical Information: Provide customers with easy access to digital product information with supporting 2D and 3D visualizations, troubleshooting guides, and frequently asked questions (FAQs). When customers can quickly find accurate spare parts or original equipment information they need, they become more self-sufficient. Self-sufficient customers increase customer satisfaction while also improving your bottom line by reducing support costs.
Digital Tools for Self-Service Across Channels: Modern customers expect convenience and control with self-service options that extend across all of their sales channels. Provide digital tools for self-service parts identification and procurement, such as e-commerce checkout, authorized partner portals, and technical or sales service reps to enhance your genuine part sales in any or every channel your business needs.
Industrial Manufacturers Choose CDS Partable to Elevate the Customer Experience to Drive More Genuine Part Sales
Delivering an exceptional customer experience for the aftersales of your equipment is fundamental to any OEM’s long-term success. OEMs that embrace the core foundation summarized above will boost customer loyalty and generate recurring revenue by supporting the parts and service experience post-industrial equipment sale.
CDS Partable is the AI-powered visual sales tool that helps OEMs elevate their customer experience and drive more genuine part sales across every channel. By delivering easy-to-use parts identification, streamlined procurement, and customer analytics, we help OEMs deliver an exceptional customer experience that improves the top and bottom lines of your genuine parts business.
Want to learn more or see a demo of CDS Partable? Contact us today!
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