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Power Play: Increase Profit With After-Sales Support

Learn how quality after-sales support helped one solution provider grow a $38 million business.

More than 90 percent of customers will make repeat purchases with companies that offer excellent customer service, according to HubSpot. But this service shouldn’t end after the sale. Partners deliver quality post-sales support for more than just customer retention.

“Being able to be a one-stop-shop is one component of that,” says Kyle Yost, president of En-Net Services. “Customers like to deal with one person or one company that can help them with everything that they need. By having the ability to provide everything at one stop, it lends to a lot of confidence and credibility from the client side.”

Businesses who consistently showcase their credibility to customers can increase revenue by 33 percent, according to Lucidpress. Yost leverages his relationship with Eaton to maintain his brand value to clients. “They’ve made it much more friendly for the channel to retain our customers by selling the warranties and maintenance and batteries,” says Yost. “It helps us as an organization to service those customers over and over again.”

Eaton takes a proactive approach to post-sales support by providing partners advanced notice on expiring UPSs and warranties. Eaton has also given solution providers more opportunities to create recurring revenue streams and increase margins. This has helped Yost grow En-Net Services into a $38 million business.

“If we go back to Eaton and say ‘Customer XYZ is in need of a warranty and we’re maintaining that customer’, they’ll give us an extra discount over what anybody else can get so that we can make extra margin,” says Yost. “We’re very excited with that program.”

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