Building Loyalty With Lubricant After-Sales Engagement
Customers complained of poor technical support post-sale, inconsistent delivery timelines, and lack of follow-up on product performance. Sales reps were focused on acquisition with limited tools to monitor customer satisfaction. There was no structured complaint resolution process, and field support was only available to a few top-tier clients. The result was low retention rates and minimal upsell of premium lubricants.
We built an After-Sales & Customer Care program centered on proactive engagement, performance support, and service recovery. This included customer segmentation, CRM workflows, technical visit scheduling, complaint tracking systems, and a feedback loop into product development. We also developed a loyalty scheme and digital reporting tools to track key client lubricant KPIs.
Segmented clients by volume, sector, and service complexity.
Designed after-sales playbook and visit protocol for key accounts.
Trained 25 support staff in customer service and technical assistance.
Deployed CRM system for follow-up automation and SLA tracking.
Launched a rewards program linked to repeat purchases.
Built a technical hotline and online ticketing system.
Assign account managers to top 100 clients for monthly check-ins.
Track customer lubricant performance via digital reports.
Reward long-term clients with free site visits or oil sampling.
Resolve complaints within 48 hours through SLA enforcement.
Use feedback data to shape next-gen product offerings.
Client retention increased by 28% within 12 months, and average revenue per customer grew by 15%. The loyalty program led to a 35% boost in repeat orders. Complaint resolution time dropped from 6 days to under 2 days. Customer satisfaction scores rose by 21 points. The initiative achieved a 4.2x ROI through improved retention, upselling, and reduced churn.
