AED Foundation - News Articles
Building Solid Customer Relationships in Product Support
Today, distributors have the opportunity to support equipment with unprecedented service. Ron Slee states, "Since the 1950s, systems have been pervasively penetrating our businesses. They started as large batch, slow cumbersome things, but they justified themselves on the basis of the reduction of many clerical functions. In other words, we paid for computers with the reduction of personnel expenses."
The fear in the early years was that a computer would replace everyone. Then the computer moved into inventory management. Today, it's no longer about reducing clerical staff and allowing better management controls on inventories. Now systems are about changing the way we do business.
Our industry has long suffered from the fact that systems development did not keep pace in our industry at the same pace as systems development in other industries. Slee believes we were simply too small a group of potential customers for systems developers to spend a lot of money adapting to our specific needs. That has all changed. The cost of systems has been reduced drastically, and systems and programming have also become easier and less costly. So now we have opportunities to improve how we do business, not just how we can reduce personnel.
Read more on the subject including what Ron Slee has to say on labor collection systems; parts books and service manuals online; remote parts ordering for technicians; kioks; data storage and lead times; inspections; VoIP; internet ordering; CRM; signature pads; GPS; mapping software; E-mail blasts; and Facebook and Twitter in his article "Your Silver Bullet for Building Customer Relationships" in the February 2011 online edition of CED magazine.
Product Support Webinars on March 28 with Ron Slee:
Article Date: 03-17-2011
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