After-Sales Service: What’s the fuss?

Imagine this scenario, your company had just acquired a new, state-of-the-art Human Resource system. However, you’ve come across a few problems that require professional help. Who do you turn to?

In this article, we will answer a few questions:

1. What is After-Sales Service?
2. Who manages it?
3. Why is after-sales service important?
4. What does a good after-sales service look like?
5. How do I make sure I get the support that I will need?

What is After-Sales Service?

The concept of After-Sales Service is an important implementation process after the initial purchase. Companies often consider it a financial burden due to budget constraints, but it brings quick resolution to an impending issue which would have otherwise taken more time for internal resources to resolve.

After-sales service is defined as the processes which follows after the system goes live. The nature of the services broadly includes maintenance, guidance, repairs, new features introduction and upgrades, user training, warranty services, online support, and return/replacement.

Who manages it?

Leading Human Resource Software-as-a-Service (SaaS) providers such as Workday, SAP SuccessFactors and Cornerstone OnDemand (CSOD) operate on a service implementation model. They partner with software implementors all over the world such as TalearnX, to provide personalized services to their clients. Therefore, businesses will have two points of contact: the vendor and the implementation partner.

The management of after-sales services differ according to vendors. For example, SAP SuccessFactors clients are heavily reliant on their implementation partners in order to resolve any post-implementation issues; whereas every CSOD client will have direct contact with the vendor through their Client Success Manager.

(In a separate article, we discussed more differences between SAP and CSOD).

Why is After-Sales Service important?

Organisations that insist on After-Sales service have access to expert advice and consulting, dedicated support services, and receive the latest product updates/patches. In most cases, these organizations become early adopters of new features which indirectly benefit their end customers with innovative solutions before the mainstream market catches up.

Organisations can focus their resources on core business activities and developing a better product in the competitive market, when they are assured that expert solutions will be there to back them up. By staying in touch with vendors after the purchase, organisations can continue building the relationship and foster confidence in it. Therefore, it is important to select a vendor which aligns with your company values.

What does a good After-Sales Service look like?

Here are a few aspects:

– Problem ownership. Whoever hears about a problem owns the problem. Good after-sales consultants will not get defensive or upset when a customer brings them a concern or complaint. They will accept the fact that the problem exists and help get it solved.

– Empathy and Understanding. Good after-sales consultants will think ahead instead of waiting around for clients to bring up their problems. It is very likely that they already foresee some of the potential issues, especially if they are experienced.

– Commit to Resolution. Good after-sales consultants follow through, keep their promises, honour their commitments, and keep their customer informed of their progress.

– Feedback. Good after-sales consultants will ask for feedback to evaluate the system’s usefulness, the degree of satisfaction and its cost-effectiveness. This highlights their commitment to their product and service.

– Invitations. Good after-sales consultants will extend invitations to customers for specially curated events and webinars so that they have the opportunity to mingle with other customers as well. They will also promote early releases to customers and give them firsthand access to new features, so that customers are aware of the latest digital solutions.

Example

All CSOD clients are signed on to a Customer Success Package. The Customer Success Package includes a dedicated account manager and access to Global Technical Support where system admins are able to send request tickets for support.

Client administrators have 24×7 access to self-service resources in the Cornerstone Success Centre, an online knowledge base and customer community. This includes an online case management system and interface that provides the ability to submit, update, track, and manage issues. 24/7 phone support Monday-Friday is also available for certified client administrators.

Conclusion – How do I make sure I get all the support that I need?

Clients must understand the importance of after-sales service as explained in this article, from the start of the procurement process. It is important to identify who manages it (i.e. vendor or implementation partner) in order to establish the main point of contact. Clients should evaluate their vendors according to the criteria established by global best practices.