As one of Asian Top Smart Manufacturing Enterprises, TOPSTAR has built a comprehensive operational management system centered around ShareCRM, addressing the complexity of its large-scale and diversified business scenarios. In particular, the company has made a significant leap in after-sales service management, transforming from experience-based operations to standardized and data-driven practices.
In today’s rapidly changing market environment, where customer demands are becoming increasingly diverse, after-sales service management, as the key link between enterprises and customers, faces multiple challenges and pressures.
- Building Efficient Communication Mechanisms. Companies must establish smooth and effective communication channels that ensure a seamless post-sale product experience, as this has become a top priority for strengthening customer loyalty.
- Enhancing Responsiveness and Problem-Solving Capabilities. As customer needs evolve rapidly, enterprises must ensure timely responses and strict fulfillment of contract and warranty commitments. When facing complex issues, the ability to identify and resolve problems quickly and precisely has become a core competitive requirement.
- Refining Cost and Profit Management in Services. Accurately calculating costs such as spare parts, labor hours, and expenses during service delivery, while maintaining service quality and profitability, has become a major challenge for businesses.
- Improving Equipment Reliability and Customer Satisfaction. Ensuring long-term equipment reliability, preventing critical failures, and maintaining consistent product quality are essential to enhancing customer satisfaction at both technical and service levels.
- Innovating Service Models to Expand Revenue Sources. Beyond traditional service approaches, exploring remote service and proactive service models to create new revenue streams has become key to adapting to market trends.
ShareCRM’s after-sales management solution integrates self-service, remote support, and on-site service to build a comprehensive digital management system that covers the entire service lifecycle and all related roles. The solution covers the entire process from service request handling, intelligent dispatching, and process tracking to result feedback, while integrating key modules such as spare parts tracking, service asset management, service partner collaboration, and service revenue accounting. Through modular design, the system meets professional requirements across all stages of service management and achieves a “dual-engine model” that combines integrated service delivery with refined operational control, realizing complete lifecycle coverage from customer request to value realization.
Full-Service Lifecycle Management
End-to-End Value Operations
By creating a closed-loop management system covering customer requests, service responses, resource scheduling, on-site/remote execution, and feedback, ShareCRM ensures transparent service processes and timely supply chain support. It also enables proactive service conversion into additional orders, continuously improving customer satisfaction, strengthening market influence, and driving sustainable growth in service revenue.
Spare Parts Management
Dynamic Optimization of Parts and Inventory
This module focuses on end-to-end control and optimization of spare parts inventory. It eliminates information gaps, excess stock, and shortages that often plague traditional spare parts management. It manages the entire process, from inventory setup, requisition, approval, and consumption tracking to old parts recovery and reuse. By supporting multi-level inventory systems and tracking parts flow in real time, the system enables precise inventory coordination, effective cost control, and improved resource utilization efficiency.
Equipment Asset Management
Comprehensive Equipment Health Monitoring
Centered on 360° panoramic visibility, this module helps enterprises fully monitor the condition of serviced equipment and transition from passive repair to proactive maintenance. By integrating sensor data, maintenance records, and service logs, ShareCRM creates complete digital equipment profiles. With these insights, enterprises can not only locate the root cause of failures instantly but also use data analysis to initiate predictive maintenance plans, building a proactive, data-driven service model focused on equipment reliability.
Service Partner Management
Building an Integrated Service Ecosystem
Leveraging ShareCRM’s ecosystem collaboration capabilities, enterprises can break down information silos between internal teams and external service providers, creating a highly efficient and transparent service network. Through partner qualification systems, capability assessment models, and dynamic rating mechanisms, enterprises can ensure the quality of external service resources. An integrated knowledge base and online training platform continuously enhances partners’ technical expertise, enabling them to deliver consistent, high-quality service experiences to customers.
Service Revenue Management
Integrating Service and Marketing for Monetization
The service revenue management module maximizes the advantage of ShareCRM’s Marketing–Sales–Service integration. It connects the entire chain from service order initiation to revenue settlement, covering service order generation, customer or equipment entitlement configuration, authorization and usage tracking, and revenue accounting. This allows enterprises to strengthen service monetization capabilities and accelerate the transformation of after-sales operations from cost centers to profit centers.
Project Delivery Management
Closing the Contract Fulfillment Loop
Focusing on refined control throughout contract fulfillment, this module ensures real-time linkage between delivery progress and payment status. It guarantees on-time project closure while laying a solid foundation for seamless integration with subsequent maintenance services, continuously optimizing delivery processes, resource allocation, and long-term customer value.
Knowledge-Based Service Organization
Intelligent Knowledge Empowerment
A structured knowledge management system consolidates product manuals, troubleshooting cases, and solution documentation into a unified database. With AI-powered assistants and interactive knowledge communities, information evolves from static storage to dynamic generation, precise delivery, and full-team reuse, enabling every team member to become an expert. This drives continuous improvement in problem-solving efficiency and professional capability across the service organization.
Service Data Insights
Dual-Dimension Smart Decision Engine
ShareCRM provides an intelligent data insight engine that goes beyond basic reporting. It analyzes both customer satisfaction and internal service profitability, integrating key data such as request volume, response time, customer feedback, and service costs. These insights empower business departments to achieve best practices through data-driven decision-making.
The Future of Intelligent Service Management
With the deep integration of AI, IoT, and CRM, after-sales service management is evolving toward greater intelligence, predictability, and value realization. As a pioneer of intelligent CRM, ShareCRM continues to drive innovation by embedding AI throughout the Lead-to-Cash (LTC) process, combining large language models with real-world marketing, sales, and service scenarios. With its “AI + CRM + Industry Expertise” framework, ShareCRM empowers enterprises across manufacturing, high-tech, FMCG, and agriculture, achieving growth far above industry averages.
