Drive Aftermarket Gains in Customer Experience, Field Efficiency, Parts and Service Revenue with Field Service Automation, in Unison with NetSuite ERP
The size of the after-market economy in the United States for parts and services has been pegged at over $1 trillion dollars per year, which if taken by itself, would be the 9th largest economy in the world. Beyond that, studies have consistently shown that parts and services in the after-market deliver more profitable revenue than the sale of original equipment that precedes them.
While product manufacturers, distributors and repair services organizations are often aware of the potential for their businesses to grow and differentiate with aftermarket parts and services, few appreciate the innumerable management and logistical complexities involved in capitalizing on their aftermarket potential.
Whether servicing solar panels, industrial machinery, coffee machines, generators, medical devices, security systems, furnaces, pumps or some other business-critical product, here are twelve ways that teaming NetSuite ERP with integrated field service management software can drive the customer experience, field efficiency and parts & service revenue gains NetSuite users seek in the aftermarket.
Deliver a Better Customer Experience
1. Faster Response TimeService response ETA is one of the most critical components of success in customer experience for aftermarket services providers. Communicate and deliver within shorter ETA windows with a fully connected service team, from call to schedule and mobile technician.
2. Be More Proactive and Preventive, Less ReactiveSure, reacting to emergency service calls helps keep the technicians busy, but increasing the mix of preventive maintenance (PM) service is more predictable, lucrative and customer-friendly in the long run. Tie together service contracts, pm service packages, scheduling, renewals and mobile to grow PM business.
3. Fix it on the First VisitFew customer experiences as frustrating as the inability to resolve their issue on the first visit, particularly if it means downtime for a critical piece of equipment. Connect the call center and the field to equip technicians for optimal pre-visit preparedness and on-site effectiveness.