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customer is king in B2B 5 Reasons Why Manufacturers Should Consider Digital After-Sales

Your customer is king. And he should remain so as long as the purchased product is in use! This is exactly where digital after-sales can come in handy. By registering the products - the machine, or special components for the manufacturing industry - online, manufacturers remain closely connected with their customers. This creates a lasting cooperation from which all benefit in the long term.

It has never been easier: digital after-sales with apps

Manufacturers can provide their customers with an app to support them in their daily tasks. They then receive proactive push notifications, for example, when the next inspection is due or when the supply of material falls below a certain limit. The required items can then be reordered directly from the app.

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It is better to prevent than to cure: Predictive maintenance in digital after-sales

Acquired customer data can be linked with real sensor data of the machines (these are mostly physical data such as acoustics, vibration, coil speed, energy consumption and temperature) and process data (number of pieces, thickness, location) of the customers - depending on their requirements and capabilities. From here it is only a small step to predictive maintenance.

This predictive maintenance is transforming the spare parts market. Machines automatically order the required parts from their suppliers. This means that spare parts can always be kept in stock just as they are needed. This reduces inventory costs, as expensive parts and materials no longer have to be kept in stock for long.

Digital after-sales provides more transparency

Manufacturers usually sell specialized machines or components. In a digital after-sales portal, customers who use these parts on a daily basis can see them at a glance - and procure suitable spare parts as needed if a commerce functionality is integrated.  In the best case, different user roles are also defined here, so that only authorized persons can add new users and approve orders.

Digital after-sales increases service efficiency

If components or machines are linked to various institutions by digital after-sales, employees are enabled to prepare or complete many tasks independently. In a customer portal or the corresponding app, not only the wear parts of the installation for which the customer is responsible can be integrated, but also the contractually specified local service partners, as well as all service orders that have been placed. Employees can thus trigger or accept deliveries or contact technicians to arrange a maintenance appointment.

Digital after-sales as an advanced sales channel

It is not only customer satisfaction that can be maintained and improved through close ties and networking. Digital after-sales is perfectly suited for bringing further offers of new and complementary products into play or for providing own services. In this way, manufacturers have an additional, permanent income channel after the actual product sale.

Do you want to know more? There is a free webinar on how manufacturers can take digital sales initiatives to the next level by combining commerce, CRM and AI!

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