Technical assistance and after-sales become business strategies Credit: Disclosure. More than solving potential problems, an efficient after-sales structure helps companies maintain productivity, reduce operational costs and build long-term trusting relationships with their customers. The relevance of technical assistance is also reflected in the growth of companies dedicated to maintenance and repair. Federal Revenue data compiled by the Sebrae Observatory show that Brazil has more than 367 thousand active establishments dedicated to the repair and maintenance of equipment and objects, with 7.3 thousand of these establishments located in the state of São Paulo. This scenario is especially relevant in the civil construction, maintenance and equipment rental segments, where a downtime tool represents much more than a repair: it means delays in works, interruption of contracts and a direct impact on revenue. Tool maintenance culture Here in Brazil, there is a consolidated behavior of prioritizing maintenance over the immediate replacement of equipment. When there is easy access to technical assistance and spare parts, it is possible to extend the useful life of tools, reduce waste and increase return on investment. In this context, companies that structure a complete after-sales operation begin to deliver security to their customers. According to Rafael Bernardi, Marketing Manager at Âncora Group, this is a basic prerequisite of the market itself. Recently, the company launched a new brand of tools, Âncora Tools, prioritizing after-sales and technical assistance within this service cycle. "In our case, purchasing the tool represents just the beginning of the relationship with the customer. Offering technical support, transparent service and agility in assistance is as important as developing high-performance products", reinforces Bernardi. Technical assistance and after-sales become business strategies Credit: Disclosure. Traceability brings more transparency throughout the service One of the most common challenges faced by companies and consumers is monitoring the progress of a technical service. The lack of information creates insecurity, increases response time and makes operational planning difficult. To make this process more transparent, Âncora Tools found a solution: an after-sales management system that allows you to monitor all stages of technical assistance, in an automated way. The platform records the tool's complete history, from the opening of the Service Order to the completion of the repair, offering more control, traceability and predictability for the customer and technical assistance, who receive all the step-by-step instructions of what is happening via SMS. How does traceability work? Receiving the equipment: opening the Service Order (OS) and requesting the necessary parts. Equipment repair: repair carried out as soon as the parts arrive, with immediate notice to the consumer. Finalization: removal of the equipment and sending of a satisfaction survey via SMS. It is worth mentioning that, throughout the process, the consumer receives update messages: opening the OS, sending the parts with tracking code, warning that the equipment is ready and, finally, the invitation to evaluate the service. Furthermore, the company created a bonus system for authorized technical assistance that encourages agility and quality in maintenance services. “This visibility facilitates decision-making, reduces uncertainty and strengthens trust throughout the maintenance process, as the system keeps the customer informed about the entire service journey, from the moment the tool is delivered”, explains Bernardi. Technical assistance and after-sales become business strategies Credit: Disclosure. Downtime tool represents loss of productivity When a tool remains under maintenance, it stops generating revenue, compromises schedules and can affect end customer service. To reduce this downtime, Âncora Tools maintains a large stock of spare parts with ready delivery, ensuring faster repairs and preventing tools from remaining idle for long periods. To this end, the company has an internal and external team specialized in technical and commercial support, combined with a network of technical assistance capable of providing services quickly, efficiently and with quality. "Our 360º service cycle integrates parts availability, efficient logistics and traceability at all stages of the process. This offers greater security for technical assistance partners and customers, reinforcing our commitment to the continuity of operations", highlights the Âncora Group Marketing Manager. Guarantees that go beyond product coverage In the tool market, the warranty no longer represents only coverage against manufacturing defects. Today, it also reflects the companies' commitment to product quality, after-sales efficiency and the continuity of operations for those who depend on the equipment on a daily basis. At Âncora Tools, this strategy includes an extended warranty policy linked to tool traceability. By registering the equipment, the customer now has additional benefits, in addition to making it easier to monitor the history of calls and services performed. The company also developed specific policies to serve different customer profiles. An example is the Public Commitment Term, registered with a notary and aimed at rental companies, which ensures the availability of spare parts and reinforces the importance of maintaining a structured stock to guarantee agility in repairs. "More than offering a guarantee, we seek to deliver a complete after-sales experience. 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