Service · Customer Service
After-Sales Service
The first repair decides the second order.
Organising and coordinating services after the sale, including field service and repairs through service partners. The result is cases handled to agreed service levels and documented warranty costs.
Usual
What you often get
Warranty claims run on forms, spare parts by word of mouth, site visits through one person's calendar. Where a device is right now, only whoever last called knows. And what warranty costs you each year only shows up in the annual accounts.
IntoOps
What you get from us
One process after the sale: check the claim, order parts, book the visit, update the customer. Partners in our network or your existing ones handle on-site repairs and installations, managed by us. Recurring defects go to lifecycle management instead of just being replaced.
Service components
5 components. Each one available on its own.
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Checking claims and processing warranty cases.
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Steering repairs and replacements with service partners.
Note: Cleaning, catering, waste disposal, repairs and on-site field service are handled by partners in our network. We manage the work.
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Identifying, ordering and supplying spare parts.
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Scheduling technicians for installation and on-site service.
Note: Cleaning, catering, waste disposal, repairs and on-site field service are handled by partners in our network. We manage the work.
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Defining scope, service levels and terms of maintenance and service agreements, and administering the contracts.
What you'll have at the end. Results you can check.
- A documented process for warranty and guarantee cases, with checking criteria and deadlines.
- Managed repairs and on-site visits, each with appointment, result and feedback.
- A spare parts list with sources, lead times and minimum stock for critical parts.
- An overview of all service contracts with scope, term and next maintenance date.
- A report on warranty costs, fault patterns and recurring defects per product.
When you need this. And how you'll know.
- You sell devices or equipment that need installing, servicing or repairing.
- You sell into Germany from abroad and need local service for your products.
- Warranty claims pile up, and valid and invalid claims get the same treatment.
- Your customers are waiting for a spare part that's actually in stock.
- Your current service partner misses appointments, and there's no replacement in sight.
Rarely alone. Never bundled.
After-Sales Service is usually part of a wider engagement, often alongside these services. You can still ask for After-Sales Service on its own.
Shows up in these initiatives.
You don't need a whole initiative to get After-Sales Service. These examples show where the service is often needed.
Good questions. Straight answers.
Can we keep our service partner?
Yes, as long as they keep to appointments and quality. We agree response times and reporting with them and keep track of every visit. If a region has no partner, one from our network steps in.
Do you decide whether a warranty claim is valid?
Yes, based on criteria we agree with you beforehand: purchase date, fault pattern, evidence. Borderline cases come to you with a recommendation. If it comes to a legal dispute, a law firm takes over, not us.
Is after-sales linked to our returns?
Yes, closely. A defective device often comes back as a return first. With returns management, we decide what gets repaired, replaced or credited, so no case is handled twice.
Do you also design our service contracts?
In terms of content, yes: we agree scope, response times, maintenance intervals and pricing model with you. The contract wording is reviewed by a law firm we appoint on your behalf.
After that, we manage terms, maintenance dates and renewals.
Proof first. Contract second.
In the free Initiative Check, we listen for 45 minutes and ask the questions that usually only come up after the contract is signed. Then you get a short written assessment: what we see, how we would go about it and roughly what it would take.
No obligation. And if we're not the right fit, we'll tell you.
Or write to us at hello@intoops.com.