How to create value for your customers after the sale

 

Imagine resolving most customer service requests without needing to be on site. And fixing even the most complex issues in a matter of hours—or even minutes.

At BOBST, this is reality.

The packaging machine manufacturer uses remote troubleshooting technology to connect with customers worldwide and help them address issues instantly. And as a result, they’ve seen a surge in machine uptime and customer satisfaction.

In a recent webinar, we discussed how remote technology helps companies like BOBST boost their after-sales services and keep customers happy. This recap highlights some of the main points—watch the full webinar on demand if want to know more.

In this article

• Why change a running system?
• Transforming your service with remote technology
• The benefits of remote after-sales services
• Generating revenue through after-sales services
• What to consider when adopting a remote solution
• Summary

Why change a running system?

We all know the saying: Never change a running system. But is that really true? Doesn’t it make sense to change a system if you can make it run faster and more smoothly?

When it comes to after-sales services, the answer is yes.

Let’s consider original equipment manufacturers (OEMs). They typically have after-sales service processes in place, yet they still struggle with certain challenges. These include:

The cost of downtime

Seven in 10 companies face some type of machine downtime at least once a month, which, on average, costs them USD 125,000 per hour. For OEMs, this translates to immense pressure from customers to respond to problems immediately and keep downtime to a minimum.

Globally dispersed customers

Having an international customer base is great—until someone requests on-site support from thousands of miles away. Traveling to customer sites not only takes up a lot of your service experts’ time but also comes with a big price tag.

Sustainability demands

Suppliers aren’t the only ones paying for the many miles traveled to provide customer service—our planet is, too. To reduce their environmental footprint and meet ESG guidelines, OEMs must avoid travel whenever possible.

Skills shortages

Both OEMs and their customers struggle with the shortage of skilled experts. As Stefan, Director Product Management at TeamViewer, points out in our webinar, “It’s really hard to find great talent that can maintain and operate the machines.”

Transforming your service with remote technology

So, we’ve established that certain running systems can do with some change. Let’s say you’d like to streamline your service process. But where to begin?

The first key aspect to successful troubleshooting, according to Stefan, is “being able to remotely identify the problem. This involves accessing both the software and hardware, enabling experts to guide on-site personnel and resolve issues faster.”

Remote access allows service experts to connect to the software of customers’ machines to identify issues and potentially solve them immediately. Plus, they can use video calls to inspect hardware issues remotely.

Augmented reality (AR) markers and annotations make it easy to guide a person on site through manual steps, and additional features, such as real-time subtitles and translation, can facilitate communication even further.

To illustrate, leading packaging equipment manufacturer BOBST uses remote connectivity to solve 80% of electrical issues remotely—and 90% of those issues are solved in under two hours!

And even when a problem can’t be solved from afar, remote technology can speed up the process. For instance, a technician can access a malfunctioning machine to identify faulty components and order the correct spare parts before traveling to the customer site. This reduces the number of on-site visits needed, saving costs and improving satisfaction.

Want to know how industry leaders deliver instant customer service?

The benefits of remote after-sales services

Wondering if those changes are worth it?

Our Team Lead Solutions Engineering, Dominik, makes a pretty strong case. He argues, “[Remote troubleshooting] saves valuable expert time. Experts don't waste time on planes or trains but can comfortably solve issues from anywhere.”

And that’s not all. Let’s look at some more key benefits.

Higher expert productivity

The ability to communicate with customers in real time and troubleshoot issues remotely means that expert technicians can respond to new service tickets quickly and handle more requests at once. This leads to a higher first-call-fix rate (FCFR) and a lower mean time to resolution (MTTR).

Reduced travel

By reducing the need for on-site visits, you’re not just freeing up your team’s schedule. Less travel means reduced costs and, importantly, fewer emissions. Given the current state of the global climate and ESG reporting requirements, a reduced carbon footprint is crucial to long-term success.

Maximized customer uptime

It’s not unusual for B2B customers to run machinery 24/7. Remote troubleshooting allows you to solve technical problems immediately, keeping machine downtime to a minimum. That means your customers avoid the costs related to downtime and you save on travel—talk about a win-win situation!

Seamless customer experience

Another major benefit of digitalizing your service process is the opportunity to unify all workflows in one platform. That means all crucial information stays in one place, and your team no longer needs to switch between different tools, creating a frictionless customer experience.

Generating revenue through after-sales services

Providing fast and effective service boosts customer loyalty, indirectly driving long-term profitability. But some businesses go even further, turning their after-sales services into a direct revenue stream.

Stefan notes, “We see more and more customers turning it into a profit center with the opportunity to capitalize on new revenue streams from a digitalized service offering.”

For example, offering a premium service package with instant remote troubleshooting can improve customer value while generating additional income.

What to consider when adopting a remote solution

As we’ve seen, remote troubleshooting allows you to add value throughout the customer journey. However, implementing a new remote solution can be complex, requiring careful planning.

We asked Dominik to share some best practices with us. He outlines three key stages for successful implementation:

1. Consulting

“It all starts with a very good identification of your use case and scoping what type of solution you need,” Dominik explains. This means evaluating your current processes, understanding your pain points, and defining what you aim to achieve with the new solution.

2. Setup

Once you’ve set all the parameters, the next step is to configure your remote solution. This includes adjusting your products, integrating remote workflows, and training your team. A reliable technology provider should support you throughout this process.

3. Deployment

As your team starts using the new solution, you want to make sure it’s fully integrated with your existing infrastructure. Your software vendor should offer ongoing support to ensure the solution functions smoothly and aligns with the goals set during the consultation phase.

Addressing security concerns

Some OEMs hesitate to adopt remote connectivity due to concerns about added security risks. But these risks can be effectively managed with a reliable technology partner and robust security measures.

For instance, TeamViewer’s remote troubleshooting solution provides end-to-end encrypted remote connections and granular access management, ensuring that only authorized members of your team can connect to customers’ machines.