Better Processes for all.
Process Reference Models - Industry Best Practices - On Demand
After Sales and Service
The After Sales and Service (ASS) domain describes the process of receiving and processing customer service requests including spare parts. It includes the initial trigger for initiating a service request and the process of checking the type of service, and linkage to service/maintenance contracts, calculating prices and checking and confirming service delivery as well as the processing and shipping of spare parts.
We have structured the After Sales and Service (ASS) scenarios in different clusters: service sales, customer returns.
Service contract management and call-off
Repair center services processing
Maintenance and warranty processing
Spare parts delivery with a service contract
Service order and billing
Sales of services
Customer complaints with returns
Customer complaints without returns
Customer complaints with repairs