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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 comes into play. By having purchased products, machines, or special components for the manufacturing industry registered online in a customer portal, manufacturers remain closely connected with their customers. This creates a long-lasting relationship that benefits all sides.


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

Manufacturers can provide customers with an app to support them in their daily tasks. This way, they can receive proactive push notifications, e.g. when the next inspection is due or when the stock of a material falls below a certain limit. The required items can then be reordered directly via the app.

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

Acquired customer data can be linked with real time sensor data provided by 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). From here it's only a small step to predictive maintenance.

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 order the right spare parts as needed if a commerce functionality is integrated.  In the best case, specific user roles are defined so that only authorized persons can place and approve orders.

Digital after-sales increases service efficiency

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

Digital after-sales as an advanced sales channel

Digital after-sales not only maintains and improves customer satisfaction. It's an excellent way to bring additional offers of new and complementary products into play or to offer own services. This way, manufacturers have an additional, permanent revenue channel even long 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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