With the concept of circular economy and sustainability, the need to extend the useful life of devices has become much more evident. Have you noticed that uptick in demand? What opportunities are you seeing in this regard?
Yes, definitely. We perceive a greater interest on the part of the end customer in repairing their devices and that translates into an increase in volume, although it is true that the failure rates of the products have improved a lot in recent years.
In addition, in January of this year, the new consumer regulations came into force, whereby any electronic device purchased after January 1 will have a 3-year legal guarantee. This regulation seeks to reduce electronic waste and promote sustainability, both objectives that we have at ICP Tech. Solutions.
This is going to generate a rebound in the demand for after-sales services and gives us a challenge to create services that support this circular economy.
Icp Tech.solutions are leaders in device repair and maintenance. What makes you hold this position? What sets you apart?
It is especially motivating to lead the after-sales solutions for devices in the sector and it is precisely for this reason that we demand more of ourselves every day in the search for excellence, process efficiency and continuous improvement. In short, we have a constant aspiration for excellence and innovation adapted to the needs of the ever-changing environment in which we live. ICP Tech. Solutions is an engineering company that seeks, through solutions applied to the reverse logistics sector, to provide solutions to all customer needs, providing continuous improvement that enhances their growth and brand within the sector.
You consider yourselves a technological partner rather than an after-sales service center. What are the most common demands from retailers and manufacturers?
Our partners and manufacturers demand agility, real-time information and comprehensive solutions. In such a changing market and where many ranges of products and such varied market niches coexist, it is essential to have real-time control of operations, integrate all solutions under the same node and achieve the greatest possible response agility.
These premises are what our main partners demand of us and are the basis of the ICP group, where information and process control is the key to continue improving them, finding new alternative solutions that increase satisfaction levels and comply the very diverse expectations demanded by the market.
Repurchase, insurance or SAT services. What other services would you like to incorporate into your offer or do you already have in mind?
There is a wide variety of services that we offer from ICP Tech. Solutions: Remote solutions and advice, multi-channel customer communication services via Call-Center, Email, SMS, video call for technical advice on remote solutions or communication, more and more chosen by clients, via WhatsApp, where they can solve any problem in a very close way and at the pace that the client needs.
We have incorporated warranty extension solutions, offering the customer that extra peace of mind at the time of purchase of their electronic device which, given the current socioeconomic environment, becomes essential.
“It is especially motivating to lead after-sales solutions for devices”
In addition, we have developed home assistance solutions seeking to bring the solution closer to the customer in any product range, avoiding having to do without an electronic device, such as a smartphone, for a certain time.
We cannot forget the diversification that we have carried out in recent months, obtaining important approvals to offer after-sales solutions in products such as TV, kitchen items, means of payment, or mobility.
ICP tips for 2023
One of the keys will continue to be innovation. We must continue to think about offering services that provide new solutions and continue to satisfy the needs of customers.
We will continue to bet on the centralization of supply chains and production points. This leads to the possibility of optimizing post-sale processes and optimizing services for different product ranges, taking advantage of the synergies that occur between them: control systems, instrumentation, technical knowledge, etc.
“One of the keys will continue to be innovation”
In particular, we will maintain our commitment to the internalization of our services, offering global solutions at a European level, supported by our offices in the UK, France and Portugal. More and more clients demand global solutions from us. It is a bet that we made years ago establishing these headquarters and we are seeing that ICP is going to gain significant weight in Europe in the coming years.
Finally, one of the points in which both ICP Tech. Solutions and its partners are having an impact is the search for customer satisfaction in everything related to the after-sales service: multi-channel advice (CallCenter, WhatsApp, video call, etc.) , recommendations for the use of products, monitoring of the service executed once it is finished, buyback, staging services, etc. This becomes essential in a market that is increasingly demanding information and product knowledge.