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CLIENT CASE - Developing a strategic roadmap for after-sales service
Discover how OPM Conseil supported a heating and sanitary distribution company in developing a strategic roadmap for its after-sales service: methodology, results, and benefits
A strategic roadmap defines a company’s long-term vision, objectives, and organizational priorities. In the context of after-sales service (SAV), it addresses the costs and impacts—organizational, IT, and operational—of managing returns, repairs, and customer claims. This 3-to-5-year plan serves as a guiding framework to improve customer support while maintaining cost control
Why build a strategic roadmap for after-sales service?
Context and challenges in the heating and sanitary distribution sector
A distributor in the heating and sanitary sector was experiencing growing volumes. With increasing pressure on product repairability and new competitors offering extended warranties or direct manufacturer-installation partnerships, the company aimed to enhance its after-sales service quality as a key differentiator. It needed to assess the economic stakes and future direction of its SAV, both internally and with its clients
Project objectives: Structure the after-sales strategy through a clear roadmap
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Improve customer and branch support processes
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Define the short-, medium-, and long-term economic model of after-sales service
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Assess the organizational, IT, and commercial impacts of evolving the current after-sales service model
Our approach: Building an effective after-sales service roadmap
General approach
11 weeks
Key actions
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Audit of current after-sales service practices
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Cost analysis using data and analytical accounting
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Benchmarking against after-sales service leaders in and beyond the sector
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Strategic recommendations: supplier financing, spare parts distribution, target customer journey, 3-year roadmap
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IT focus: comparison of internal tools vs. market standards and proposed evolutions
Results achieved
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3-year action plan and economic projections
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Significant cost savings: approx. €1M/year based on a €6.6M after-sales service cost (including €1.7M reimbursed by suppliers)
Considering a strategic roadmap for your after-sales service?
Contact OPM Conseil
Let’s discuss how we can help you define and implement a customer-centric, cost-effective after-sales strategy.
We support companies across all sectors in building their after-sales service roadmaps and improving their customer support operations