Streamlined Sales and After-Sales Processes
"Waste is not just a problem of cost. Slow, inefficient processes in the sales and after-sales organization frustrate the efforts made in the development and production stages. Lean principles help you to measurably and sustainably boost customer satisfaction in sales and after-sales."
Making processes efficient and lean is something we have been training with OEMs and suppliers for years. But there are many other partners who likewise sell products and services to the customer – and afterwards support him, sometimes for many years, with maintenance, repair and after-market services.
Countless studies underline the fact that many trading and service partners in the sales/after-sales area still have a great need to make up ground in relation to efficient/stable processes as well as in providing an adequate level of service quality. What is needed in this respect is for all market players to jointly satisfy the brand images and promises created with such great marketing effort and to comprehensively exploit the economic potential of the aftermarket.
Organizing processes to be leanTogether with central sales and after-sales organizations, P3 designs lean programmes in order to significantly boost the excellence of the processes and the customer orientation of all partners together. Alongside the actual lean methodology, the central factor for success in all of this is the integration of all relevant trading and service partners into an integrated holistic concept.
In doing so, we place a very high priority on the “human factor” within every change project, because the will towards change on the part of the individual employees is decisive, particularly in relation to the optimization of service processes.
The newly established organizational and process-related best practices have to be secured by way of suitable standards and defined as the starting point for subsequent improvement steps (e.g. by means of IT/software solutions, infrastructure, templates, codes of conduct, modification of workplaces).
We are able to swiftly identify the main causes of waste – in ways individually tailored for each of our partners. The employees in the field organization of the OEMs together with the sales and service partners are the key to success in this respect. Thanks to prompt and pragmatic measures for improvement, initial scepticism is quickly transformed into enthusiasm, once the improvement opportunities - palpable for so long - are finally translated into concrete, purposeful measures.
Within all of this, our customers benefit from our pool of best practice methods – it channels expertise from one partner to the next and in doing so contributes to achieving a measurable and sustainable improvement of customer and employee satisfaction as well as facilitating economic success.
