Going after new customers is of course a must-do. However, caring for the existing ones is also crucial. Service or Customer Care is more than just the superhero squad that helps your customers out when they are in trouble. If you Care for your customers in a smart way, you do not only get satisfied customers, it will also generate an additional and, more-over, predictable revenue stream.
At ViCre we believe that to be excellent in care there needs to be a framework that makes sure that customers are served in the right way at the right time. This framework is a composition of strong leadership, care as an integrated department, a driven, competent crew, good tools and a streamlined care process. When this framework is up and running, there is no need for superheroes anymore, just ordinary people with the right skills doing the right things.
The Care system will not only benefit the traditional care activities. Modern Care teams need to do more than break-fix alone, it is also about break-down predictability, preventive maintenance, selling spare parts, updates, upgrades, … and – last but not least – paving the road for new projects. Well performed Care, with warmth, will make the customer wanting to buy again because there is trust.