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After Sales Support, and specifically Returns Management,
is rapidly emerging as a core driver of competitive advantage
and financial performance among leading manufacturers (see
case studies). Optimizing
after sales support services will improve customer retention,
help leverage their value, significantly reduce costs, boost after
sales revenue, and increase staff productivity & morale (click
here to see an online demo).
Our clients have indicated a reduction in the call handling requirements
for returns by over 90% of prior call volumes, as well as, reduced
handling times, lower overhead costs, and improved throughput
of post sales services, many times in excess of 25%, with NO ADDITIONAL
SUPPORT COST. All of which has resulted in very rapid ROI (Return
on Investment) within weeks, not years (see ROI
case study).
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Our clients have indicated immediate increases in client satisfaction
with the implementation of FrontLines - especially those with foreign
clientele. Timely communications, excellent turnaround times, reports
and an online status updates ensure your clients enjoy a superior
after sales experience. |
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Improving the processes which drive after sales services fees can
move after sales support from being a cost center (in the red) to
fee generating (in the black). |
Our clients have experience large decreases in support costs, especially
with regards to returns management, through the operational efficiencies
created through FrontLines (see additional ROI
case study). |
Within FrontLines After Sales Support both multiple return / support
locations and multiple return / support processes can be easily
configured within the after sales support infrastructure. |
FrontLines provides highly configurable returns & support management
solutions so that an organization's unique returns / support management
processes are easily defined and structured - without the cost or
time requirements to make code changes and without the need for
custom programming experience in configuring a solution. |
With the efficiencies created through the usage of FrontLines, companies
can easily scale their return / support infrastructure to meet decreases
or increases in demand both professionally and cost effectively |
Whether the returns / support process or processes are simple, complex
or a combination of both they are configurable within FrontLines. |
Our clients have indicated the role of support has changed dramatically
within their organizations. With FrontLines they gain control of
all support information and can leverage the use of this information
when dealing with other departments. As well, with FrontLines they
have a view into what clients are looking for when they come to
website and they can share this information to marketing and sales
to add value to these departments.
With FrontLines, your returns / support team will have more time
to focus on unique questions and issues. Morale will improve as
returns / support bottlenecks are eliminated, communication improved
and repetitive tasks are automated.
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With FrontLines, your support team will have access to a complete
and precise knowledgebase of product information and issue resolutions.
Knowledgebase articles can include any number or related URL links,
attached files, and cross-referenced articles to provide complete
and accurate answers. Tier-1 support teams will be able to answer
more questions and resolve more issues themselves without needing
to escalate to the more costly Tier-2 experts. |
FrontLines can also support your partners, remote staff, re-sellers,
dealers and agents. These distributed employees and partners will
use FrontLines anytime, anywhere to get up-to-date returns / support
information & answers to their questions. FrontLines opens a
powerful and cost effective channel for communications to these
crucial people. |
FrontLines is web-based and requires no software installs, no hardware
acquisitions, and no maintenance and support costs.
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Our clients can be up and running in a matter of days, not months
or years. The entire system is designed to be easy to both understand
and use.
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Our clients do not have to wonder how much it is really going
to cost to deploy an after sales support center to handle their
returns and support issue on their website - with FrontLines, they
pay only a small monthly subscription fee.
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Risk and costs associated with investing in, and supporting, technologies
that are constantly being updated and/or revised are borne by us,
making your scarce capital dollars available for other investments,
and enabling you to better meet your overall business objectives
by focusing on your core competencies. Developing in-house online
return, support and knowledgebase solutions, or acquiring, customizing,
and supporting such solutions is very costly and time consuming.
Outsourcing this function to FrontLines lets your organization focus
on areas that differentiate it from its competitors, and is much
more cost effective in both the short and long term.
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Many of the sales channels used by companies today sell or potentially
can sell competitor products. FrontLines supplies our clients with
a superior return/support apparatus which helps them WIN within
their sales channels.
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