Teko Solutions Asia Inc. recently announced the successful nationwide integration of its appliance after-sales service system with Carrier, Condura, Midea, Toshiba, and Kelvinator—all leading brands under Concepcion Industrial Corporation (CIC).
Teko.ph has developed the Complete Order Management System (COMS) as an end-to-end white label solution that digitizes the entire appliance after-sales service process. COMS empowers the after-sales teams of appliance and electronics manufacturers by seamlessly connecting them with customers, service providers, and business partners in a single, robust platform in the cloud.
With COMS, CIC’s after-sales organizations gain greater efficiency, access to real-time service data, and synchronized collaborations with all partners at a significantly lower technology cost than legacy SAP/C4C systems.
“Our customers are the core of our business, and this inspires us to continuously improve ways of serving them. With COMS, we aim to provide our customers and partners a seamless overall experience,” says Raul Joseph Concepcion, chairman & CEO of Concepcion Industrial Corporation.
The streamlined back-end operations are also expected to significantly enhance the appliance after-sales customer experience. Customers can now easily book for service at any CIC brand website, and COMS will dispatch automatically to a matching authorized service center. Partner service providers also have access to new features like real-time job details, simplified ordering for parts, and an invoicing channel integrated with CIC’s financial systems. Similarly, customer support teams like call centers can now take service requests, track job progress, and are empowered with features to resolve customer escalations quickly.
In today’s consumer-centric marketplace and steadily decreasing differentiation between physical products, manufacturers are putting greater emphasis on their appliance after-sales services and the customer experience. A growing wave of technologically savvy consumers prefer to go online to communicate with vendors directly, and manufacturers are seizing the opportunity to digitize the entire appliance after-sales experience and reduce costs.