​WE EMBRACE CUSTOMER SUCCESS AND DELIVER TO YOURS

“Service is a chaotic world driven by unexpected problems on our products due to age, reliability or lack of user's experience. By putting our customers first, we work hard and under extreme pressure to maximize their satisfaction. The feeling is as though that we constantly fight fires, have no time for planning, send our service technicians out on short notice with no documentation or preparation time, often on weekends, and spend excessive money for last minute travel bookings. While we have a notable inventory of spare parts, we often lack those that are required to fix the problem. We rarely implement a permanent correction, but rather apply a patch, because we have no time to investigate the root cause of the problem we are solving. There are constantly too many customers waiting for their problems to be solved. We recognize that there are important improvements we need to make to address our effectiveness and efficiency, but we can not get out of this vicious cycle and allocate the time and resources needed to address important matters of this kind. We are stuck fighting with emergencies day after day.”

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Even though almost everyone recognizes the importance, and many give priority to customer satisfaction, it is not uncommon for the ‘support’ side of aftermarket business to feel this way.

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Increasing importance of the aftermarket has been recognized decades ago (Harvard Business Review). Modern technological advancements have made it even more prominent now days, and yet, for many companies, the  aftermarket is still an afterthought. 

If you recognize yourself in this story, we can help!

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Our business is founded on decades of experience in a global corporate environment of a leading capital equipment OEM with headquarters in North America, that changed ownership multiple times.

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While there is nothing wrong in striving to provide superior customer support, taking a customer success approach will lift your business up another level towards driving a true customer value and creating partnerships that last with a fair share of wallet. Such approach will bring the aftermarket from being an afterthought to the forefront of your business, and positively impact both growth and the recurring revenue investors love to see. Predictable sales and cash flow from a well managed aftermarket segment is something investors generally reward with a higher enterprise value multiple.

Aftermarket business transformation is close to our heart and an advisory service on that matter is our passion.

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We are disruptive innovators who will take advantage of the latest technological trends to help you build a customer focused, profitable business driven by exceptional people, strong processes and the best in class tools to promote effectiveness and efficiency.  

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Remember, if you don't help your customers succeed, your competitors will.