High tech companies face challenges such as a 5-15% adverse customer satisfaction rate, which significantly impacts repeat purchases and increases service costs. Inefficiencies in service fulfillment lead to high product return rates, accounting for 8% of sales, with an additional 5-6% spent on managing those returns. Transforming service support presents opportunities to mitigate costs and revenue losses in out-of-warranty repairs.

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Adverse CSAT of 5% – 15% reduces
repeat purchase decision of existing
customers by 35 %
Changing
customer
expectations
Average 1.3 visits / repair request
results in 30% higher field service
cost
Service fulfillment
inefficiencies
Product returns account for as high as
8% of customer sales, while
organizations spend an additional 5-6%
of sales on managing returns
High product
returns
OEMs today get only 25% of out of
warranty repair revenues from the
ASCs
“Out of warranty”
revenue leakage
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High tech companies have an opportunity to prevent cost
and revenue leakage through transformed service support
Service Support ► Industry challenges ► Opportunities