After-sales for watchmaking and jewelry
After-sales service: a competitive advantage
After-sales service is an urgent and top-level issue. In fact, you are successful, you sell more, and the more you sell, the more after-sales you have. Whether in the domain of fine watch-making and its complications, or in serial production, maintenance and repairs are essential.
Deadlines, components, suppliers, subcontractors, labor or expertise are your constraints. They can turn into a nightmare if you do not have the tools to process the returns efficiently.
By offering quality after-sales, you increase customer satisfaction, build brand loyalty, and create a competitive advantage by influencing their repetitive purchase behavior and by enhancing your reputation for excellence.
After-sales then becomes an opportunity and a vital part of your quality policy.
A true, demanding, rapid and efficient customer service
The quality of a product is measured in terms of its craftsmanship, its adequacy to customer requirements, and also the excellence of its after-sales service.
Over 30 years of continuous practice in the field of watch-making allows ProConcept to offer a complete solution that caters to all your management types, for highest customer satisfaction. From after-sales without stock/spare parts management, to complex after-sales with several repair centers spread geographically, coupled with e-Services.
Because you (or your customers) need to be able to view the status of repairs at any time, from anywhere.
Your customers are the center of your activities, and feel valued by the consideration you show them by giving them access to this information.
Specialized repair centers (multiple sites)
You have several repair centers, with different competencies, spread out geographically to offer a high quality service, close to the customer.
- A local center that carries out simple repairs (for example: a battery change), subcontractors, a headquarter that carries out complex repairs or linked to a 'premium' customer service (for example: complete restoration of a unique part).
- Thanks to ProConcept, all your service centers are connected to each other and the information circulates to offer impeccable repair tracking, regardless of its status or localization.
- Rapid defect identification: reduced rework, quality enhancement.
This way, you ensure optimal customer service and customer loyalty.
Reporting/statistics on defects:
You can precisely detect products whose return rate is a problem, and the concerned components and watch maker.
You can also take the required steps, such as increasing your quality control, changing the supplier, abandoning the production of a movement, etc.
Traceability, product life tracking
Similarly, the product can be tracking throughout its life, from its manufacturing to its replacement, including for example: the consignment, sales, repairs, etc. using its batch/serial number/version number, even if the number changes, for example: in case of the watch base replacement.
Flow under control, precise repair tracking, adherence to deadlines
All your after-sales flows can be configured easily to cater to your specific requirements.
- A well-defined process facilitates and accelerates smooth handling and care until the delivery. It contributes to the adherence of the given deadlines.
- You can track the flow of the repair parts precisely, define the jobs to carry out and those already carried out, know where a part can be found at any time, and you can manage shipping and invoicing of the repaired parts.
- At each step of the flow, you can view the log of components and operations, to have a clear view of the repairs that have been carried out.
- If you manufacture parts, you can benefit from the manufacturing processes to move the repairs to your workshops, just like any other manufacturing order (manufacturing order creation from the after-sales file).
- You can also generate documents related to various stages of repair (estimates, order confirmation, supplier order, invoice, delivery slip, etc.) with complete ease.
Repairs and associated costs
You can define all the specific information for every repair, for example:
- link with specific operations (internal or external/subcontractor-supplier)
- components taken into account in the repair
- product for exchange
- option to extend the warranty associated to the product following an operation
- price calculation mode (cost price and sales price) for the repair (fixed or based on the components and the operations carried out)
- component consumption stocks, etc.
You can decide the minimum amount from which an estimate can/must be made, with the way in which the estimates will be made/processed, and the invoicing of estimate establishment expenses, in case of a refused estimate.
You can strictly control the standard durations for repair, control, delivery, etc.
Stolen goods
ProConcept proposes a simple and reliable management for stolen goods: in fact, if a repair takes place for a part previously listed as stolen, the system alerts you automatically, and you can take the required measures. The repair can however be entered normally.
Additional information can be specified, such as the name and address of the final customer, retailer, agent and any other information about the theft or the product (theft date, etc.).
Warranty cards
ProConcept offers warranty management and extended warranty cards, with the possibility of automatically generating warranty cards and their number when editing logistics documents, with the retrieval of the final customers and retailer/distributor/reseller.
E-After-sales for your products, distributors, partners spread across the market
Your life is simplified, thanks to e-Services, and to the de-centralized entry of data.
ProConcept makes available your entire Service management, from the management of stolen parts repairs/exchanges, warranties to automatic invoicing, including suppliers orders, etc.
Your customers (and you too) can directly track the progress of the repairs, and feel valued by the transparency offered.
E-After-sales, true customer relationship, an efficient communication tool.
Integrated solution for Watchmaking industry
With a mastered after-sales service, you keep complete traceability of the product, even after it has been sold.
