Home

5x

More Revenue
after
unboxing

By investing in Aftersales experiences,

technology companies can grow revenue and profit,

elevate perceived value,

improve customer retention,

disrupt competitors,

and advance the business beyond product cycles.

DRIVING GROWTH WITH AFTERSALES

A business maximizing Aftersales revenue:

Moves beyond Customer Care to Customer Success informed by experience metrics

Embraces business model innovation such as Servitization / Products as-a-Service

Leverages generative AI to create new Aftersales experiences

Designs in sustainability and enables a circular economy

Fully considers roles and processes across the value chain involving human and AI resources

Delivers its Aftersales experiences consistently and at global scale

Focus

OUR FOCUS IS THE AFTERSALES EXPERIENCE

We help technology companies expand and reinvent their Aftersales experiences, creating new business opportunities and a different kind of customer relationship. We have extensive knowledge and real-world expertise in Aftersales across multiple technology domains and with clients at all stages in the Aftersales journey.

Our approach is to meet clients where they are, whether you're ready to define and test a new Aftersales experience, evolve an existing Aftersales portfolio, or go to the drawing board to explore a range of Aftersales possibilities. We understand the conditions needed for success, and will only invest our time and your money if these exist.

To accelerate growth, we have developed the following entry points for Aftersales experience innovation.

We help cross-functional leadership teams leverage Customer Success for strategic advantage, enabling deeper and more valuable customer relationships. Our expertise includes building tools that enhance Customer Success Manager effectiveness, using digital instrumentation, machine learning, and generative AI to help address the unique challenges of multi-product and multi-site deployments.

Aftersales Strategy

Product digitization and the ascent of generative AI create an ideal environment to innovate in Aftersales beyond deploying digital labor. We partner with leadership teams to drive Aftersales experience innovation and take specific actions to grow revenue and create a different kind of customer relationship.

Program Management Office

Customer Success

Aftersales innovation requires executive support and disciplined implementation. Despite leadership backing, organizations often lack structure, goals, and resources to build and maintain momentum. Our Program Management Office facilitates initiatives in a neutral way, enabling executives to drive change without disrupting operations. We deliver results through coordination, communication, and accountability.

Service Portfolio Architecture

We help Product Management leaders efficiently evolve service portfolios, manage service transitions, and adapt offers in changing markets. We have experience with post-merger service consolidation and managing -out legacy service offers.

Servitization Driving Outcomes

We work with senior leaders to embrace Servitization (Products as-a-Service), advancing beyond traditional product sales to launch pay-per-use and outcomes-focused services. Our involvement minimizes risks and accelerates time-to-value while navigating the value chain implications, delivering scalable recurring revenue solutions.

Business Capability Incubation

Innovation in Aftersales depends on capabilities that are built up over time. Our Business Capability Incubation provides a framework for early development phases, developing essential people, process, and technology capabilities ahead of full implementation. We equip teams with tools for seamless customer experiences at launch while developing scalable long-term solutions. This approach minimizes disruption as your offerings evolve.

Working

WORK WITH US TO EXPAND AND REINVENT YOUR AFTERSALES EXPERIENCES

With a wide range of global Aftersales expertise across sectors and industries, our leaders are here to help you create new business opportunities and a different kind of customer relationship.

Scott Weller, Partner

Alastair Winner, Partner

Julie Cabrales, Associate Partner

WE HAVE THE VALUE CHAIN EXPERTISE

We enable the entire Aftersales value chain, from Product to Finance, Sales to Operations

We have IP to deliver:

Value proposition and offer development, concept testing and sales enablement
Aftersales models including Customer Self Service, Proactive Services and as-a-Service
Value based pricing and commercial terms
Predictive analytics, reporting and as-a-Service billing
Generative AI applications

WE UNDERSTAND HOW YOU WORK

We have extensive experience working with and for product centric technology companies

We understand the organizational dynamics and pressures, from product roadmaps and launches, partnerships and securing internal investments

Our aim is to anticipate and avoid challenges we know are likely to surface when implementing Aftersales experience initiatives

WE ARE FOCUSED ON RESULTS

We focus on delivering practical, well considered Aftersales experiences and tangible results

We bring focus and momentum towards your business goals, while minimizing risks

We are ready to stand with you shoulder to shoulder on your Aftersales experience journey

OUR CLIENTS TRUST US TO HELP EXPAND AND REINVENT THEIR AFTERSALES EXPERIENCES

Mossrake has been a key partner for us... bringing essential industry expertise and tremendous innovation to our business.
– Industrial Client

Case Study #1

We worked with a commercial products manufacturer to drive a thorough a Products-as-a-Service transformation that encompassed custom offer design and innovative pricing models. We also helped develop a comprehensive channel partner program and established a Customer Success framework. The transformation included sophisticated commercial terms and advanced analytics leveraging machine learning for predictive maintenance and AI-powered reporting capabilities. Their billing and operations infrastructure was redesigned to support the new service-oriented, usage-based business model.

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