Transforming the after-sales service of a medical manufacturer
Context
The customer, a manufacturer of medical equipment for dentists, is aiming to transform its after-sales service.
Objective
- Diagnose existing organization and processes in key countries
- Formulate recommendations and an associated action plan to restructure the after-sales organization, improve operational efficiency and customer service quality.
VERTONE contribution
- In-depth diagnosis of the world's after-sales market, using a qualitative approach (interviews with in-house teams, distributors and manufacturers from other sectors/benchmarking) and a quantitative approach (analysis of Acteon data).
- Mapping of global, regional and local organizations and after-sales processes
- Calculation of key indicators for main countries to identify trends: number of tickets and time spent on diagnostics per product range, number of tickets per installed base, after-sales revenue, number of FTEs per sales and number of tickets, etc.
- Distributor segmentation (B2B2B model)
- Defining the target model
- Creation of a central aftersales department, clarification of roles & responsibilities and governance within the various stakeholders (subsidiaries, plants, head office).
- Identification of projects to be implemented to standardize after-sales activities: SalesForce overhaul, standardized processes, KPIs, SLAs, etc.
- Definition of a training plan for in-house teams & Dealers (technical + dental training)
- Creation of a Business Partner Program to leverage Dealers' capabilities
- Identify potential gains with a business case
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