S Company After-sales Service Management Solution Design

In the past ten years, the information industry was growing very fast and influenced our life everywhere, it is more popular that people communication with Internet and there are a lot of new industries setup with information development, i.e., online office, online business, online game. We called those companies are IT Provider which provide us kinds of service based on Internet. With the fast growing of IT in our country, the typical futures of IT provider companies are huge end users and wide service scopes. S company is new middle size IT provider company which core business is providing IT support for financial company. After several years’ development, S company has won a lot of customers but the headache is more and more after-sales service problems come during the business increasing. So far, S company doesn’t setup qualified after-sales service management system, the after-sales service process and the daily management is not perfect. All of those cause the after-sales service go to worse situation and increase the service workload and difficult while the business increase from one city to other cities. Definitely, the customer satisfaction is becoming bad.As a sample with S company case, the author tries to describe the current status and related influencing factors from after-sales service concept perspective. There are four charts to summarize the after-sales service problem from after-sales system, after-sales contents, after-sales process and after-sales models. The conclusion of thesis is S company should redesign and positioning the after server system and setup clear target. And meanwhile, S company should improve after-sales service system, improve after-sales service process and strengthening the team construction.