We Support Your After Sales Processes Holistically
Do your after-sales processes and quality suffer from national fluctuations? Even the best processes are useless if they don’t account for local requirements. It takes local market specialists to properly implement ultra-high quality standards on a worldwide scale. These experts are dedicated to giving their all so that you achieve your targets.
Our international roll-out concept for your product launches ensures that all the necessary resources are available and your staff is trained for handling your new product, thereby satisfying the demands of your consumers. That’s how we succeed in securing your after sales processes across international markets in the expected quality. You don’t have to worry about process optimization or organizing complicated staff training courses.
One-Stop After Sales Solutions
By following a holistic approach, we offer our clients a variety of after-sales modules that allow them to configure a market-oriented strategy individualized to the countries in question.
When dealing with new technologies, it is paramount that knowledge be transported beyond country borders into local markets. We assume full responsibility for identifying and correcting any need for training at an early stage. Moreover, by providing you with our personnel, we become your general contractors for all after-sales activities in the desired country. This includes compliance with the individual service level agreements (SLAs). Because Arvato assumes the risk, you no longer have to worry about after-sales quality in your respective target country. Our objective is to raise the bar for service quality to the top level, thereby measurably heightening customer satisfaction on-site.
Especially on international markets, decentralized structures encumber knowledge transfer between the OEM and dealers on site. Innovative products, continuous further development of service processes and new repair demands also mean that personnel have an on-going need for new training. We make all requisite information accessible and carry out individually tailored training of your service and sales staff. The pivotal factors driving the success of our training concept are a high degree of practical experience as well as our consideration of local circumstances. Both service quality and staff motivation are improved through professional training courses, which have the added benefit of sustainably shortening throughput times.
Many car brands credit back huge amounts of money to their dealer networks for vehicle repairs carried out under warranty, service plans and maintenance plans. Our team of technical warranty experts is the ideal partner for analyzing each repair process, assessing the exchanged parts and scrutinizing each warranty claim received from the dealer network. As a result: Only warranty claims which have been repaired correctly and claimed for correctly will be paid by the manufacturer. This saves cost, increases the repair quality, minimizes repeat-repairs and raises customer satisfaction in the long run. In addition, we can handle your logistical parts return process, parts storage, parts reconditioning, parts re-engineering and parts scrapping.
It is a testimony of great confidence that you entrust your service quality to us. But to what extent are your customers truly satisfied with our after-sales services? In order to identify any trends in the wrong direction at an early stage, we validate our evaluation findings with direct customer surveys. In these questionnaires, we use a variety of channels to get honest ratings from your customers. This also enables us to uncover unmet training needs. Intuitive dashboards give you the option to maintain full transparency on all your after-sales activities throughout the world at all times. You can also take advantage of a cross- and up-selling opt-in for the anonymized analysis of customer data to generate added revenues directly on-site.
ACE is not just a CSI system, it is a management tool for each MBR and the OEMs utilizing e-mail, SMS and telephone calls. Learn what your customers think and get valuable info on how to streamline your business, while saving money. ACE Reporting provides the platform to interact closely with target groups, attract and maintain customers, and promote brand loyalty.
Our training enrolment platform gives automotive dealers, motor body repairers, insurance companies and other players in the South African and Sub-Saharan automotive industry the chance to either access a range of online coaching sessions and trainings or to enroll for instructor led training courses around the country.
Selection of References
OEM Sub-Sahara Africa After Sales Support
"Provide support to Importer Organisations in the After Sales environment in more than 20 African Countries."
- Auditing and monitoring of process improvements
- Staff training based on client‘s quality standards
- Onsite support and standby technical helpdesk
service satisfaction score from importers
onsite visits in one year
VWSA Just in Sequence (JIS) Supply of User Manuals
"Source, import & supply various user manuals in numerous different languages. Supply user manuals for imported vehicles JIS (Just-In-Sequence) to the assembly line and South African dealer network."
End-to-end service from content creation (drawings and texts) to sourcing, import, distribution and customer service
- Optimization of purchasing by efficient IT-systems, strict stock management and controlling
- SAP-based data feed for production activities to assemble and deliver just in sequence
- Ordering of print materials for the dealer network via Arvato online shop
car user manuals delivered correctly to assembly lines in SA (Just in Sequence)
language versions managed
NISSAN SA Approved Body Repairer Training
"Train more than 300 approved NISSAN body repair shops on new NISSAN models and specific repair procedures."
End to end training management: from creation and production of training manuals to organization and reporting
- One- or two-day courses within the entire country (and throughout Africa if needed)
- Online and classroom-style training
- Production of online video learning clips and online learning assessments
- Dedicated trainer for all training sessions, liaising directly with NISSAN for each project
- Feedback surveys and reporting for NISSAN’s continuous improvement process”
car repair workshops and dealerships trained throughout South Africa and the Sub Sahara Africa Region