After sales support management software for keeping your customers happy
Build custom after sales support solutions with Zoho Creator and ensure customer satisfaction long after their purchase.
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Why do companies choose Zoho Creator to build their after sales support management solutions?
Empowered line of business users
You don’t need to be a programmer to develop apps for your organization on Zoho Creator. Creator’s visual drag-and-drop application builders allow you to develop and deploy applications for the web, Android, and iOS with ease. Staff can then modify your software solutions without needing to involve the IT team.
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Interactive mobile apps on the go
Zoho Creator allows you to develop and deploy mobile apps with just a few clicks. Your staff can easily create native mobile apps all by themselves, and employees can use these apps to add pictures and annotations while in the field.
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Built-in scalability, security, and quality
The after sales support management solution you build on Zoho Creator automatically scales with your organization. It’s also inherently secure, due to the platform’s compliance with multiple international cybersecurity standards.
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Cloud accessibility
Zoho Creator enables users to access their after sales support management solution from anywhere, and with any device. All you need is an internet connection and a browser.
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Learn moreLeading luggage manufacturer leverages Zoho Creator to ensure impeccable after sales support for its customers
Background
Zylker International is a leading luggage manufacturing company based in Austin, Texas. They’ve been in the business for several decades now
Previously, they were using email, phone calls, and snail mail to take care of their after sales support—but this was slow, cumbersome, and exacerbated the frustration of their customers.
The need
Zylker International started looking for a solution to manage their end-to-end after sales repair cycle, which would help them seamlessly handle repair requests for products with manufacturing defects. They also wanted the solution to integrate with their existing enterprise ERP, and extend its capabilities to meet their changing business processes and needs.
The solution
Harnessing Zoho Creator, Zylker International created an application to fully digitize their after sales repair cycle. The key features of the application are:
In-store complaint checkpoints
The application was deployed across all Zylker International stores. It was designed so that customers can walk into the store and use the app to register their complaint. Complaint registering was designed to be a three-step process, where the customer provides product details, warranty status, and proof of damage in the form of pictures uploaded, along with the complaint description.
Automated complaint management
Upon making the complaint, an automated email alert and application pop-up are generated, so that the central service center can assign a technician or initiate a replacement order. All stakeholders can also log comments at any stage of the after sales management process, using a provision designed in the application.
End-to-end ticket tracking
The customer is updated about the status of the complaint through regular emails or SMSes, at each stage of the after sales process. This includes the progress of the repair job, the e-invoice, and the pickup details, based on the resolution.
The benefits
Streamlined and improved customer experience
From a system which was previously in disarray, the application built on Zoho Creator was able to streamline the entire repair and after sales management process. This led to clarity in communication and expectation-setting with customers, along with clearly defined responsibilities for staff, to ensure an improved overall customer experience.
Intelligent insights
With a better flow of data, owing to the application built on Zoho Creator, Zylker International is now able to derive smart insights on the quality of its products across cities, products, and stores. This feedback, in turn, is provided to relevant teams for product improvements.
Superior implementation experience
Zoho Creator helped Zylker International develop a quick POC, to test out the business scenario and then scale it automatically. They were also able to seamlessly execute integrations to the existing technology ecosystem to ensure continuous data flow across the organization. Finally, an out-of-the-box native mobile application developed along with the web application made their life easier from an overall adoption and change management point of view.
Note:"The solution described here was developed for the real use case of a Zoho customer. All names, identifying details, and screenshots have been anonymized to retain privacy"
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