After sales has long been just an afterthought to sales and marketing but today more and more OEMs have started to realize its real strategic impact.
Deloitte as the largest professional services firm in the world and Arvato as one of the leading supply chain outsourcing partners in after sales and reverse logistics recently teamed up to assess the current status as well as aspirations of after sales and reverse logistics at high-tech companies. The study involved extensive personal interviews with 25 global high-tech players to derive a comprehensive picture of the current status of the market and to outline future priorities.
For the purpose of this study, a detailed after sales and reverse logistics configuration map was developed, describing all main processes and process configurations along the returns cycle. Each of these steps was then evaluated in greater detail regarding current status and importance, challenges and on-going or planned initiatives.
Sample Survey Insights
- Process and cost efficiency alone will not be the road to success for after sales operations
- While most after sales operations in Europe are well-established, challenges arise from emerging markets
- Cost savings are still important, but today a focus on customer satisfaction is prevailing
- The introduction of early screening checkpoints can reduce transportation and process costs significantly
- Best-run after sales operations are based on fully integrated IT solutions and end-to-end process transparency
The results of this survey show how these challenges are seen and met, and give examples for new strategies and initiatives to effectively counter them. Best practices of individual market leaders and new end-to-end after sales solutions promise significant improvements for the after sales and reverse logistics function in relation to costs, revenue and customer experience.