Operating · ecliptic 6.0
Manage Customer Service
Post-sale customer service: set the service strategy, plan and run customer contacts, service products after the sale, manage recalls and regulatory audits, and measure service quality and satisfaction.
The 5 processes
2 with ranked software · snapshot 2026-Q3
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6.1 Develop customer service strategy
Define service requirements, the service experience, channel strategy, policies, and target service levels. Knowledge-management and self-service tooling maps here and is tracked as a coverage gap in this snapshot.
Definition only -
6.2 Plan and manage customer service contacts
Plan and run the customer-service workforce and handle problems, requests, inquiries, and ongoing customer relationships across channels.
6 ranked tools -
6.3 Service products after sales
Process warranty claims, recover from suppliers, and execute after-sales service and repair. The field-service-fulfillment tooling for this work is ranked in category 5 (Deliver Services, 5.3).
Definition only -
6.4 Manage product recalls and regulatory audits
Initiate and manage product recalls, communicate them, submit regulatory reports, and audit recall effectiveness. Recall and regulatory tooling maps here and is tracked as a coverage gap in this snapshot.
Definition only -
6.5 Evaluate customer service operations and customer satisfaction
Measure service operations, warranty performance, and cross-channel experience, and act on customer-satisfaction and feedback signals.
3 ranked tools