A consistent experience is key for customers. An efficient repair and failure analysis strategy helps to create a positive ongoing customer experience. During industry change, maintaining a prompt response time — an important aspect of an efficient repair strategy — can prove difficult, and could affect your customers’ satisfaction levels. To stay ahead of the curve and keep customers unaffected, the following factors are essential to consider when building an efficient repair and failure analysis strategy.
1. Don’t Underestimate the Actual Impact on Your Customers
Product repairs are a key driver in ensuring a positive customer experience. Different variants must be taken into consideration and carefully assessed, such as how a merger, new competitor, new set of regulations or a partner consolidation strategy may impact your customers. During the strategy-planning period (and beyond), avoid oversights by factoring in how your end customers could be affected. Consider things from their perspectives, and future-proof your repair solutions with them in mind.
2. Embrace Different Approaches and Technical Mindsets
An evolving industry can lend itself to an efficient repair strategy by bringing beneficial new perspectives, processes and even people and partners. A culture with vast, differing experiences helps build stronger repair and failure analysis services. If you are faced with a consolidation situation, don’t be too quick to let go of key personnel who contribute to that knowledge base. Not only will valuable experience and insights leave with them, but training new personnel can also be costly and time consuming, delaying productivity.
3. Optimize Your Failure Analysis
Offering timely, quality repair services is just one key side of building an efficient repair strategy. The other equally important side is accessing and tracking all failure analysis details during the repair process. Usually, one system can provide all the visibility you need and your customers expect if it’s designed to maximize value and insight based on your specific failure analysis goals and KPIs.
Implementing these three integral factors into your repair and failure analysis strategy is a key driver to success. By understanding how your decisions can affect customers, employing the combined experiences of your team and tracking failure analysis through an optimized system, you can ensure that your customers are provided with a complete repair solution that elevates their satisfaction.
Tech Data Global Lifecycle Management provides the support you need in implementing all three factors of an efficient repair and failure analysis strategy that keeps your customers front of mind. It’s time to future-proof your repair strategy, free up your resources and focus on the road ahead. Learn how today. GLM is here to help.