If you had to choose between nurturing loyalty among existing customers or attracting new ones, which would you prioritize?
Working at a leading company like Schneider Electric has taught me that true leadership in our field goes beyond acquiring new customers. It equally involves developing strategies to foster customer loyalty and continuously improve the customer experience. This approach promotes sustainable business growth and recurring services, leveraging our Installed Base.
Achieving flawless customer loyalty requires a deep understanding of both your products and your customers’ needs. Without this knowledge, the task becomes daunting.
However, if you’re reading this, you’re in luck. Today, I’m going to explain how we can significantly strengthen customer loyalty and offer an outstanding experience by leveraging data from our installed base.
1. Improving customer satisfaction
Consider a plant manager facing sudden equipment failure. Without Installed Base insights, he scrambles through paperwork, makes frantic calls, and endures hours of downtime, losing productivity and revenue. This delays customer orders and leads to dissatisfaction.
Now, picture the same scenario with Installed Base insights. The manager scans a QR code, instantly accesses all necessary documentation, and resolves the issue within minutes.
I’ll let you check the differences yourself: time savings, increased efficiency, and all without compromising the customer experience. But the power of our installed base goes beyond these advantages. It enables us to provide a personalized experience tailored to each customer’s unique needs. Furthermore, understanding your customer’s installed base can be a powerful tool in proactively addressing product quality recalls, issues, and cybersecurity impacts. It allows customers to monitor the status of their connected and unconnected assets, ensuring they are always in the loop.
Moreover, keeping track of maintenance contracts becomes a breeze, providing peace of mind and seamless management. The best part? Regardless of the application they use, the data and experience remain consistent, making it easier for them to navigate and utilize the information effectively.
We’ve identified three key values delivered by our Installed Base:
Providing a personalized and seamless experience to our customers
Improving the efficiency of our internal processes.
These values not only help us serve our customers better but also open new opportunities for growth and innovation.
2. Providing personalized experience
By leveraging the wealth of data stored in the installed base, businesses can anticipate customer needs and identify opportunities such as service renewals, end-of-warranty services, but also sustainability and consulting services to propose the best softwares/hardwares options to answer the customer’s needs.
This proactive approach creates a virtuous cycle, allowing us to continuously deliver personalized services and foster long-term customer loyalty. Service renewal opportunities can increase customer retention rates by 15%. This strategy not only benefits our customers and positions us as a trusted partner in their success journey.
3. Improving internal processes
Fast turnaround times have become a key criterion for customers when choosing suppliers and partners. In short, the Installed Base at Schneider Electric enables the management of numerous tasks across various service areas, from improving quality control to service management, by providing real-time access to asset information. This allows customer service agents and quality control managers to respond quickly to alarms and issues, ensuring smooth operations and high customer satisfaction.
Thanks to our Installed based tool, we are now able to display several functionalities allowing us to manage information on assets, site locations, projects and documents. This catalog of services is used by many other applications, enabling everything to be centralized in a single tool, the Installed Base.
4. Ensuring data quality & consistency
Imagine thousands of data sources working together in real time, all transforming into a single source of truth. This smart and powerful tool ensures your data is always top-notch by using advanced management and governance techniques.
Furthermore, its advanced algorithms are like your personal data detectives, spotting, and fixing errors to boost quality. And with automated processes, the risk of human error is minimized, ensuring your data stays consistent over time.
By combining these elements, we create a solid framework for maintaining high-quality, consistent data, which is essential for making smart decisions and running operations smoothly.
Final thoughts
The installed base is more than just a collection of data; it’s a strategic asset that drives mutual growth and strengthens customer loyalty. Proactively monitoring Installed Base data not only enhances the customer experience but also fosters sustainable development for both customers and businesses. However, implementing this strategy comes with challenges. Integrating data from several processes can be complex and requires a proper dedication from the business areas to use them.
And you? How can your organization harness the power of the installed base to drive growth and innovation?
About the author
Frédérique Emery, VP Services Digital Experience
Frédérique Emery is a seasoned leader in digital transformation with over 20 years of experience in finance management, program management, and digital innovation. As Vice President of Services Digital Experience at Schneider Electric, she drives initiatives to enhance the reliability, efficiency, and sustainability of the Services business, ensuring superior digital customer experiences and impactful business outcomes.
Recognizing the strategic importance of services in today’s business landscape, Frédérique combines her understanding of customer needs with in-depth knowledge of digital enablers. This approach fosters stronger customer relationships, supports recurring revenue models, and transitions the business from CAPEX to OPEX, delivering seamless, high-performance digital experiences to customers and collaborators.
Throughout her career at Schneider Electric, Frédérique has held pivotal roles, including Pricing Digital Capability Director and Finance Lead for industrial reorganization projects. Her expertise in SAP implementation, financial process optimization, and industrial operations has enabled her to lead global teams, transform business performance, and implement innovative strategies that drive growth and long-term value creation.
Passionate about collaborative intelligence, Frédérique excels at helping teams navigate complexity through effective collaboration and facilitation, fostering environments where shared expertise, empathy, and teamwork lead to innovative solutions and greater organizational impact.
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