{"id":5115,"date":"2024-03-14T14:59:45","date_gmt":"2024-03-14T13:59:45","guid":{"rendered":"https:\/\/www.kyu.fr\/?p=5115"},"modified":"2024-03-28T15:50:32","modified_gmt":"2024-03-28T14:50:32","slug":"exploiting-the-full-potential-of-after-sales-service","status":"publish","type":"post","link":"https:\/\/www.kyu.fr\/en\/exploiting-the-full-potential-of-after-sales-service\/","title":{"rendered":"Exploiting the full potential of after-sales service"},"content":{"rendered":"<p>The after-sales experience is a key driver of customer satisfaction, in terms of differentiation, loyalty and customer recruitment. It is also an opportunity to be seized, in a context of changing customer behavior and the refusal of programmed obsolescence.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Main achievements<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p>Diagnosis of current service levels, conducted through analysis of customer feedback and benchmarking against best practices&#8230;<\/p>\n<p>Definition of customer paths, cost\/revenue evolution scenarios, integration of innovative new services&#8230;<\/p>\n<p>Organizational review, analysis of flow\/process\/systems impact, selection, and implementation of new tools and technologies&#8230;<\/p>\n<p>Training and communication plan, introduction of new front and back office tools, pilots and roadmaps&#8230;<\/p>\n<p><strong>Overhaul of after-sales policy and operational flows on a worldwide retail network.<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong>Key figures :<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong>Re-engineering the after-sales service<\/strong><\/p>\n<p>Consistency and simplification of the offer, design of a price\/time target and decision file at Group level<\/p>\n<p><strong>5 <\/strong>product universes scanned<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Construction of operational system<\/strong><\/p>\n<p>Selection of partners, contracting of service levels, and development of an action plan to fulfill customer promises<\/p>\n<p><strong>+50%<\/strong> readability of after-sales service offer<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Preparation of a pilot program and project follow-up<\/strong><\/p>\n<p>Training engineering for sales network and back office, handling of sensitive communication, deployment of retail tools<\/p>\n<p><strong>50<\/strong> points of sale eployed over 1 half-year<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The after-sales experience is a key driver of customer satisfaction, in terms of differentiation, loyalty and customer recruitment. It is also an opportunity to be seized, in a context of changing customer behavior and the refusal of programmed obsolescence. &nbsp; Main achievements &nbsp; Diagnosis of current service levels, conducted through analysis of customer feedback and &hellip; <a href=\"https:\/\/www.kyu.fr\/en\/exploiting-the-full-potential-of-after-sales-service\/\">Continued<\/a><\/p>\n","protected":false},"author":5,"featured_media":1155,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[20,550],"class_list":["post-5115","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conseil-en","category-offer-customer-experience","tag-client-experience","insight-cas-clients-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Exploiting the full potential of after-sales service - Kyu<\/title>\n<meta name=\"description\" content=\"The after-sales experience is a key driver of customer satisfaction, in terms of differentiation, loyalty and customer recruitment. It is also an\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.kyu.fr\/en\/exploiting-the-full-potential-of-after-sales-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Exploiting the full potential of after-sales service - Kyu\" \/>\n<meta property=\"og:description\" content=\"The after-sales experience is a key driver of customer satisfaction, in terms of differentiation, loyalty and customer recruitment. 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