Executive Summary (This is a document excerpt)

It's no secret that customer loyalty often hinges on the quality of the after-sales experience. Improving this experience has been challenging for many companies, given the level of coordination required between customer contact centers, field-service operations, repair depots, warehouse operations, and transportation logistics. Couple this with antiquated IT systems, and it becomes clear why so many companies have decided to outsource after-sales operations completely. For those companies looking to brave these waters without an outsourcing partner, this report offers best practices for laying a foundation to get started. These practices span investing in warehouse automation and service-parts forecasting and planning. Winning companies are able to not only improve the customer experience but also find ways to recoup lost profits on returned goods, taking advantage of secondary markets to resell repaired and refurbished products.

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