After-sales services are often undervalued and overlooked by many distributors, dealers, and business owners, failing to recognize its significant value in brand recognition and customer retention. Instead of investing in this crucial aspect, they solely focus on making sales without considering the long-term benefits. We’re Teko.ph, the largest aircon and appliance after-sales services provider in the Philippines, and trust us when we say: it’s more important than you might think.
Great After-Sales Services Boost Your Business
As an appliance and electronics dealer or retailer in the Philippines, it may not be enough to offer competitive products. You must also provide reliable and efficient after-sales service to succeed in a competitive market. Some advantages of having a great after-sales service as a dealer or retailer are:
- When customers feel supported and cared for after making a purchase, they are more likely to develop trust and loyalty toward your brand. Satisfied customers may also recommend your business to others, expanding your customer base.
- When customers feel valued through timely assistance and prompt after-sales service, they are more likely to choose your brand for a repeat purchase and choose you over a competitor.
- By providing timely maintenance and repair services, you can establish a strong and positive brand image that shows your commitment to supporting the products you sell. This customer-centric approach builds trust and sets you apart as a reliable and trustworthy dealer or retailer.
- In the Philippines, word-of-mouth marketing is favored. Filipinos tend to rely on the opinions and recommendations of friends, family, and even influencers, both in person and online. This is why providing great after-sales service is also essential for your brand image.
What Makes an After-Sales Service Great?
To set your after-sales service apart from your competitors, we believe the following three main characteristics should be focused on:
- Convenience – Allow your customer to contact your after-sales service anytime and anywhere. Leverage the power of the internet to let your customers easily submit a service request at a convenient date and time and allow them to track the progress of their service online. This will help build a stronger trust in your brand.
- Efficiency – Streamline your workflow from when your team receives a service request until it is fully completed. The key is to update your client continuously throughout the duration of the service. Automate all notifications to customers, provide access to digital channels for support team interaction, and have the means to easily request a backjob. With greater efficiency, the cost of your after-sales service will decline.
- Transparency – All your customers must know about any service charges beforehand. Let them track the technician who will cater to the service on service day and provide a full-service quotation onsite after the issue is fully diagnosed. Last, don’t forget to follow up or allow your customers to provide feedback after the service.
How to Know If Your After-Sales Services Are Great
Many businesses assume that they offer good after-sales services to their customers because they don’t get any complaints or feedback. One should take this as a warning sign of trouble in their flow, as no service on earth is perfect!
To truly gauge the quality of your service, it is crucial to implement the three key factors we mentioned earlier. We strongly believe in gathering data on every aspect of your after-sales service. These are the number of service requests, check-ups, back jobs, quotations, successful/unsuccessful repairs, positive/negative feedback, complaints, escalations, part requirement, and replacements, among others.
It’s essential to summarize the key parameters driving your after-sales into a concise set of Key Performance Indicators (KPIs). You must carefully choose these KPIs and continuously pursue them for improvement. Here’s a sample of Teko’s real-time KPIs that we monitor, and we’re very obsessed with improving them every day!
Enhance Your Business with Teko After-Sales Service Solutions
At Teko.ph, we understand the importance of providing seamless after-sales services to our customers. What sets us apart is our commitment to excellence in every aspect of our service, and we’re thrilled to share them with our industry because we apply all the topics we shared above.
We cover installations to maintenance, repairs, and operations support, backed by a state-of-the-art online proprietary platform that allows us to offer the best after-sales service. Moreover, our pool of skilled technicians is certified and trained to handle a wide range of aircon and appliance brands. Retailers and dealers in the Philippines may unlock the highest efficiency and customer satisfaction via our three unique solutions: Teko, Teko Pro, and Teko COMS.
Teko
Experience the convenience of our on-demand solution, available 24/7 at teko.ph, specifically designed for households, offices, and small dealers with online shops like Lazada or Shopee. With a few clicks, you can effortlessly provide your customers with top-notch after-sales service for out-of-warranty maintenance and repairs on your branded equipment.
All it takes is to set up an online business account and order services on behalf of your customers. Alternatively, you can direct your customers to create their own accounts for a self-service experience. If your business requires installing and repairing in-warranty equipment, we recommend our Teko Pro solution for the best possible experience.
Teko Pro
Teko Pro is a one-stop digital service center that offers seamless after-sales support services tailored specifically for appliance and electronics dealers and extended warranty providers. As an outsourced after-sales solution, we take care of the entire support process, providing an online platform, skilled technicians, and an efficient operations team while you focus on sales.
Teko Pro also includes flexible pricing for In-Warranty, Out-of-Warranty, and Extended Warranty field services. Currently available exclusively in the Philippines, Teko Pro streamlines the experience for businesses and customers. When you avail of this service for your customers, Teko Pro handles all aspects of the after-sales service, including:
- Customer booking and self-service portal
- Job dispatching and tracking
- Technicians and skills enhancement
- Field support and data collection
- Back-office operations
- Call center resources
- Parts ordering and logistics
If you’re new to the appliance market, you can take advantage of Teko Pro’s solution. Instead of setting up an in-house after-sales support team, you can reduce costs by signing up for Teko Pro. You can save money, time, and effort in management, logistics, and collaborations by using our all-in-one platform 24/7.
Teko COMS
In the fast-paced consumer appliance and electronics industry, efficient after-sales management is crucial for customer satisfaction. That’s where Teko Complete Order Management System (COMS) comes in, a powerful platform designed to optimize your processes. Below is a list of the benefits you’ll get with this end-to-end white-label solution:
- Streamlined Operations – COMS synchronizes your internal organizations, customers, and service partners, ensuring everyone is on the same page.
- Automated Efficiency – COMS employs intelligent routing and real-time tracking of service requests from start to completion. This automation saves time and reduces errors, resulting in faster and more reliable service delivery.
- Cost Savings – As a Software as a Service (SaaS) model, COMS offers a cost-efficient solution that can reduce after-sales technology expenses by up to 40% compared to alternatives like SAP/C4C. With many leading brands already using COMS, such as Carrier, Condura, and Midea, and a nationwide network of service partners with a large volume of successfully dispatched and tracked jobs, COMS is proven to optimize operations and deliver significant savings.
- Customizable Dashboard – You can customize web portals and interfaces to reflect your brand, service flows, and content. In addition, you can monitor real-time data, track key metrics, and connect all partners, parts, and logistics.
- Cloud-based Solution – Teko takes care of platform technology maintenance in the cloud, providing scalability, accessibility, and secure hosting. This also allows you to focus on your core business without worrying about the technical aspects of maintaining the system.
Teko COMS: Tailored for Your After-Sales Team
Teko COMS is a powerful platform to simplify the daily tasks of your after-sales team. With the customer portal and booking system, customers can easily access a self-service portal to book services, track, and provide ratings. You can even incorporate your brand identity and pricing structure in this customizable interface.
Service partners, including service centers, dealers, and technicians, also benefit from dedicated portals that facilitate orderly job dispatching, progress tracking, and backjob processing. This streamlines their workflows and ensures efficient service completion while having access to real-time performance data in one dashboard.
Additionally, the call center support feature provides your team with complete control and tracking of all jobs through portals and admin dashboards. It includes real-time progress tracking and field service visibility, allowing you to prevent escalations and address customer concerns promptly. Your customer can track the service delivery progress in real-time as you keep track of the service progress simultaneously.
COMS has many powerful features, and the simple pay-as-you-go monthly pricing will let you operate within your budget. You’ll only have to pay for the services you consume.
Best After-Sales Services: Conclusion
Gone are the days of searching for a reliable service to fix broken aircon, appliances, and electronics! With Teko.ph as your trusted after-sales service provider, you can expect reliable, efficient, and flexible solutions for your after-sales service needs. We streamline the process, saving you time and effort so that you can focus on your core business!
With Teko Pro’s comprehensive platform, skilled technicians, and efficient operations team, we offer you a cost-effective and professional solution for businesses looking to optimize their after-sales services and provide superior customer support.
By leveraging Teko COMS, your after-sales teams can streamline their tasks, provide exceptional customer service, and improve their overall efficiency. The platform’s user-friendly interfaces and advanced features also create a productive working environment, ensuring the smooth operation of your processes.
For more info, you may request a demo of Teko Pro and Teko COMS.
