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Tech industry Original Equipment Manufacturers (OEMs) face extraordinary obstacles in the global market. Details such as strong post-sales support are not just nice to have—they are critical drivers of brand loyalty and long-term success. At the heart of effective post-sales support lies a robust track record of SLA (Service Level Agreement) fulfillment.
In fact, research shows that excellent post-sales support often outweighs both price and initial product quality in cultivating customer loyalty. “Roughly half of customers say they would switch to a competitor after just one bad experience. In the case of more than one bad experience, that number snowballs to 80%.”
Another study found that excellent after-sale support can increase customer lifetime value, outweighing the impact of both initial product quality and competitive pricing in fostering long-term brand loyalty. This is a clear benchmark of the expectations placed on suppliers to uphold all aspects of the distribution chain from production to delivery.
SLAs are the contracts between service providers and their clients that define the expected level of service. In the context of tech shipping, SLAs comprehensively cover aspects of the supply chain, such as delivery times, customs clearance speed, and the handling of sensitive electronic components.
SLAs define clear metrics and expectations, ensuring both parties understand their responsibilities and the quality of service to be delivered. Failure to meet these expectations can result in serious brand damage and encourage defection to more dependable suppliers.
The High Cost of Supply Chain Disruptions for OEMs
As an OEM, any disruption in your supply chain doesn’t just impact your bottom line—it can damage your reputation and customer relationships.
Key pain points OEMs face include:
- Unpredictable delivery times leading to production delays,
- Compliance risks in international shipping,
- Variable costs associated with returns and repairs,
- Inventory management challenges in a volatile market.
