Efterservice

Efterservice, or after-sales service, refers to the range of activities a producer, retailer, or service provider undertakes after a product has been sold to ensure proper functioning, safety, and customer satisfaction. Typical after-sales services include installation and commissioning, maintenance and repairs, spare parts supply, warranty handling, software updates, and customer support.

The scope covers consumer electronics, motor vehicles, industrial equipment, and software, among other goods. Common service formats are reactive service (response to fault reports), preventive maintenance, on-site service, remote diagnostics and support, calibration, training, and the provision of service contracts or extended warranties. Spare parts logistics and access to authorized service centers are also central elements.

From a business perspective, efterservice is often delivered by manufacturers or authorized partners and can be a source of recurring revenue through maintenance agreements, subscriptions, or value-added services. Service level agreements define response and repair times, while knowledge management and parts planning aim to minimize downtime for customers.

Benefits include improved customer satisfaction and loyalty, extended product life, and differentiation in competitive markets. Challenges involve cost management, ensuring availability of spare parts, attracting and retaining skilled technicians, and coordinating service across multiple regions or channels. Digital tools and data from connected products are increasingly used to optimize planning and delivery.

Trends in efterservice include remote diagnostics, predictive maintenance, IoT-enabled monitoring, and digital service platforms that allow customers to request help, track status, and access manuals or training. Regulations governing warranties and consumer rights, data protection, and safety standards influence how after-sales services are designed and delivered. See also: warranty, customer service, spare parts.