In such cases, the after sales services are nowadays more often outsourced. This enables better focus, efficiency and growth potential for the brand owner. There are two alternative strategies to organise efficient after sales services with an external partner: you can use the services provided by the actual manufacturers of the parts or you can outsource repair, testing and spare parts handling for one technology neutral after sales services partner.
Why to decrease dependence on manufacturers’ repair services
There are pros and cons to be evaluated. The advantage of relying on manufacturers’ repair service is that they should know their products and how to repair them. However, this solution also has its disadvantages and risks: there will always be changes.
A change of supplier can increase the amount of repair costs – or even result in a situation where the product can not be repaired any more. Dependence only on the manufacturers’ after sales services also leads to a challenge of managing the repair network. It requires resources to manage and control the work of multiple repair partners, especially when the speed of service is becoming increasingly critical also in after sales services.