Aftercare should never be an afterthought.
Establishing an effective, ongoing maintenance plan for your customers can be a great way to transition from the reactive, ‘firefighting’ approach and towards more structured and proactive support. Presented by subject matter expert Sarah Bradsell – CEDIA awards judge and volunteer, and Aftercare Manager at SMC - this 1-day course will focus on the important considerations of what to include in a maintenance plan and how to sell the value of this to your customers. We will discuss the methods for successfully implementing your maintenance and support program into your business, focusing on proactive versus reactive support, service level agreements and reoccurring monthly revenue, and how these can improve your cash flow and profits, as well as client satisfaction.
Course Agenda:
The “Why?”
- Financial benefits (RMR and additional revenue streams)
- Raising the value of your business
- Giving your client peace of mind
- Ensuring you’re getting paid for the work you’re doing
- Increasing the lifespan of equipment
- Decreasing chance for potential issues and need for onsite support
- Maintaining system security and essential updates
The “How?"
- When to sell the contract and how to make the selling process easier
- Setting boundaries and expectations with the client and your team
- Get the right people within your company dedicated to it
- Handover from project to aftercare
- Costs involved compared to potential revenue
- Understanding your clients’ requirements
- Structure of contracts
- Building an accurate pricing tool
- Aim for proactive over reactive support
- Service level agreed response times
- Power management and remote access / monitoring
- Contract auto renewal
- Critical / non-critical support
Instructor Bio - Sarah Bradsell
I began my career at SMC back in 2015 before moving into the Aftercare team a couple of years later. Now, as Aftercare Manager, I oversee the delivery of services for more than 300 maintenance contracted clients, as well as many additional pay as you go clients, across AV, IT, security, and intruder alarm systems, ensuring all services are delivered in line with our bespoke SLA requirements.
My role is focused on building and maintaining strong client relationships, driving operational efficiency, and ensuring the consistent delivery of high-quality support across all of our Aftercare clients. I take pride in providing a responsive, customer-focused service while working closely with our project teams to ensure every client receives the highest standard of care.
Course Pricing
Member - £159 + VAT / Non-Member - £239 + VAT
Lunch and refreshments are provided. For any questions on attending this course, please reach out to Emma McMylor - emcmylor@cedia.org / 01480 585614.