Why improving management of service calls beats crisis management

If an ounce of prevention is worth more than a pound of cure, improving management of service calls can forestall a ton of problems. Those problems include:

  • an uncoordinated after-services operation
  • unforeseen high costs of labor and parts
  • customer dissatisfaction
  • reduction in revenue

Each of the foregoing contributes to an overall culture of crisis management that really isn’t management; it’s a reactive state where the whole is far worse than the sum of its parts. Service calls are a natural result of product use, wear and tear and even human error. The foregoing triad can be both predictable and managed by an after-the-sale process that:

  • contacts the customer before trouble occurs
  • detects equipment problems with proactive servicing
  • monitors the customer’s satisfaction and promotes brand      loyalty

The care and feeding of the customer who has invested money and trust into your product also require an approach that goes far beyond the day the equipment arrives and goes to work. The first thing that must occur is recognition that after-sales services drive business growth when they are proactive and totally focused on the customer.

What drives customer loyalty is the trust and confidence and a level of comfort when dealing with your support staff. The proactive part is somewhat like the OnStar warning where a motorist is told that the car’s engine oil pressure is dropping before the light goes on and the engine seizes up. Specifically, equipment service call management can include monitoring and correlating built-in sensor data that are the precursors to trouble and breakdown.

A coordinated after-services operation involves everyone in extending the life cycle of high-investment equipment and maintaining customer trust and loyalty. Sales and marketing people quickly become aware of trends in product problems, generating actionable business intelligence. Like the OnStar model, alerting customers far in advance of problem occurrence is the ounce of prevention that saves a ton of headaches — and it can be automated.

Long Business Systems Inc. (LBSi) has been in business since 1989 and we are an SAP Business One gold partner. LBSi has offices in Pittsburgh, Cleveland, Cincinnati and Columbus, Ohio. You can contact us at 877-605-5274 x11 or send an email to