Features to Consider When Choosing Service Management Software for After Sales Service

by Perminder Kaur



The service management software is an important part of the service industry in this technical era, as it acts as a catalyst for sound coordination in operations related to after-sales support. This is important as it gives the service companies the power to serve their customers after the sales are made. In fact, field service management software is not just a technical tool, this software is the real strategic enabler that drives true customer-centric strategies, optimizes workflows, and assures that companies are able to meet, if not exceed, customer expectations. In such a customer-led environment, where satisfaction is what counts, service management software stands to be a key component serving to the resources needed by companies to strive towards success in the aftersales market.


In this blog, we will take a look at the importance of after sales service management software and the key features of the same which any company should consider before making a purchase.


Importance of After-Sales Service Management Software


After-sales service after the sales is made is then a key ingredient in customer retention and brand reputation. It is here where businesses can distinguish themselves in keeping their promise, rather they can exceed them. The main agenda of after-sales service is to be able to build long-lasting relationships with customers, way after a sale is made, through responding to their needs in a timely and effective manner, and thus, ensuring the company repeat business and good word-of-mouth referrals. After-sales service is the means through which companies express commitment to customer satisfaction, ultimately shaping the perception of their brand in the minds of the consumers. It is essentially not selling the product, but building a long-standing relationship based on trust and dependability which might retain customers in the long run.


Key Features Needed in Any After Sales Service Software


Having talked about the importance of service management solutions, let us now discuss which all features should work in favor of the client as well as the company.


User-Friendly Interface of Service Management Solution


Let us put it this way, the more user-friendly the interface of the service management software, the easier it will be for the clients to use them. This not only will leave a good impact on the customers but will also help the support agents to tackle the after sales service efficiently. This will keep the customers engaged with the software as they will be able to work with ease.


Knowledge Base Integration


In addition to the user-friendly interface, the other feature of service management software should be the knowledge base integration. This means that the customers should be able to find answers to the basic questions which they might have. This involves having FAQs, product information and basic troubleshooting guidelines which the customers can perform themselves.

It not only helps the users but also the support agents as a reference to accelerate the resolution time.


Service Ticket Management


Automation is the key here. The service management software should have features related to efficient ticket management. The tickets should be easily created and assigned automatically to the required service agent depending on the expertise. This will ensure that the customer issues are addressed promptly enhancing the overall customer experience.


Inventory Management 


Inventory and asset management is the pain point of the industries dealing with physical products. Hence, the service management solution which aids in this point would obviously take an upper hand. The software should allow the users to monitor stock levels, provide correct information to customers regarding the product availability and predict demand.


Data Analytics & Reporting


The analytics and reporting feature is a must have in any service management software. The customized reports and dashboards help the customers to access the performance and make informed decisions. The after sales service management software should provide insights on all the performance metrics.


Security & Compliance


This is a feature that is simply non-negotiable. The software should prioritize the customer’s safety by safeguarding their data. Also, compliance with the standards and industry standards is also mandatory. This saves the customers from any legal obligations that might come their way. With this feature, the customer’s trust is built on the service provider.


Integration Capabilities


The customers also prefer having everything easily accessible. They do not want to use ten different tools to get the information about all the things separately. Hence, integration capability becomes one of the major features that a service management software should have. Ideally, it should integrate well with CRM as well as ERP systems. Having other softwares integrated will only add up to the usability of the software.


Final Thoughts


As we have discussed in detail about the features that every service management software should have, it can easily be concluded that it is so vital for any after sales service. A relationship is built between the customer and the service provider only after the deal is made. There is a long journey they continue with the aid of after sales services. 


If you have any questions on the service management software or want to know how it can boost your business, feel free to contact us.


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