Customer Support – Shared Service Center for Telecom & Consumer Electronics
As a strategic partner of a leading consumer electronics company, we focus on providing professional local after-sales services. This includes spare parts management, rapid-response technical support, on-site maintenance, and other value-added after-sales services. Through efficient service processes and thoughtful customer experiences, we strengthen user loyalty and help enhance the brand's reputation and competitiveness in the European market.
Case Background
Client needed to establish a shared after-sales service center for telecom equipment and consumer electronics products, providing spare parts management, customer support, on-site maintenance and other services. Original service system was scattered, lacked unified spare parts inventory management, long customer response times. Customer support lacked standardized processes, unstable service quality. On-site maintenance processes were chaotic, lacked effective scheduling and tracking mechanisms. Unable to provide effective customer insights and continuous improvement.
Problem Diagnosis
Through service process audit and customer satisfaction research, we found: spare parts inventory management was chaotic, lacked localized warehouses, causing untimely spare parts supply; customer support system was incomplete, lacked 7×24 hour service capability, long response times; on-site maintenance processes lacked standardization, low scheduling efficiency, unstable maintenance quality; lacked customer insight mechanisms, unable to understand customer real needs and satisfaction; lacked routine visit mechanisms, unable to establish long-term customer relationships.
Specific Improvements
Localized Spare Parts Warehouse Management
What We Did:
Established localized spare parts warehouses in major European markets, implemented intelligent inventory management system. Established spare parts demand forecasting model based on historical data and product lifecycle for spare parts demand prediction. Implemented automated inventory replenishment mechanisms ensuring timely spare parts supply. Established spare parts quality inspection and traceability system ensuring spare parts quality. Implemented multi-warehouse collaborative management supporting cross-regional spare parts allocation.
Problem Solved:
Solved the problem of chaotic spare parts inventory management and untimely supply, ensuring timeliness and reliability of spare parts supply.
Client Results:
Spare parts supply timeliness improved from 68% to 96%, spare parts inventory turnover rate increased by 45%, spare parts management costs decreased by 30%.
7×24 Customer Support System
What We Did:
Established 7×24 hour customer support center supporting multiple channels including phone, email, online chat, social media. Implemented unified knowledge base system supporting rapid problem resolution. Established intelligent ticket system supporting automatic ticket assignment, escalation and tracking. Implemented multilingual support covering major European languages. Established customer support quality monitoring and training system ensuring service quality. Implemented customer satisfaction surveys and feedback mechanisms.
Problem Solved:
Solved the problem of incomplete customer support system and long response times, providing round-the-clock, multi-channel customer support services.
Client Results:
Customer response time reduced from average 4 hours to 15 minutes, first contact resolution rate improved from 65% to 88%, customer satisfaction improved from 72% to 94%.
On-Site Maintenance Process Rebuild
What We Did:
Rebuilt standardized on-site maintenance process including ticket creation, technician qualification verification, intelligent scheduling system, maintenance process tracking, quality inspection, customer confirmation and other steps. Implemented intelligent scheduling algorithm based on geographic location and technician skills, optimizing maintenance routes and response times. Established maintenance quality standards and inspection mechanisms ensuring maintenance quality. Implemented digital recording of maintenance process supporting maintenance history queries and analysis. Established customer feedback and complaint handling mechanisms.
Problem Solved:
Solved the problem of chaotic on-site maintenance processes, low scheduling efficiency, unstable maintenance quality, providing standardized and efficient on-site maintenance services.
Client Results:
On-site maintenance response time reduced from average 48 hours to 12 hours, maintenance first-time success rate improved from 78% to 95%, customer satisfaction improved from 75% to 92%.
Customer Insight Reports
What We Did:
Established customer insight analysis system collecting and analyzing customer feedback, complaints, satisfaction surveys and other data. Implemented data mining and text analysis identifying customer pain points and demand trends. Generated regular customer insight reports including customer satisfaction analysis, problem classification statistics, improvement recommendations, etc. Established customer profiling system supporting precision service and marketing. Implemented customer churn early warning mechanism identifying high-risk customers in advance.
Problem Solved:
Solved the problem of lacking customer insights and inability to understand customer real needs, providing data support for service improvement and business decisions.
Client Results:
Customer insight report accuracy improved by 85%, service improvement implementation rate based on insights increased by 120%, customer churn rate decreased by 40%.
Routine Visit (Quarterly Review) Mechanism
What We Did:
Established quarterly customer visit mechanism providing regular face-to-face communication opportunities for important customers. Developed standardized visit process including pre-visit preparation, visit agenda, needs collection, problem resolution, relationship maintenance and other steps. Established customer tiering management mechanism determining visit frequency and content based on customer value. Implemented visit recording and follow-up mechanisms ensuring visit effectiveness. Established customer relationship management system supporting long-term customer relationship maintenance.
Problem Solved:
Solved the problem of lacking routine visits and inability to establish long-term customer relationships, improving customer satisfaction and loyalty.
Client Results:
Customer renewal rate improved from 68% to 89%, customer referral rate improved from 45% to 78%, customer lifetime value increased by 65%.
Results Summary
Through comprehensive shared after-sales service center construction, the client successfully established a full-process after-sales service system covering spare parts management, customer support, on-site maintenance, customer insights, and relationship maintenance. Spare parts supply timeliness improved to 96%, customer response time shortened to 15 minutes, on-site maintenance first-time success rate improved to 95%, customer satisfaction improved to 94%. Customer insights and routine visit mechanisms effectively improved customer loyalty and lifecycle value, laying a solid foundation for the client's long-term development.