Discover Aboissa’s new after-sales department

Aboissa is one of the largest raw materials brokers in the world with over 30 years of history and experience. It is a pioneer in several markets, creating businesses and connecting companies in more than 60 countries on 5 continents, using its market intelligence, networking and experience to save partners' most precious asset: time. One of its main differentiators is the continuous development of the team of specialists in each market and product segment in which they operate, thus guaranteeing personalized solutions for its customers.

We spoke with Camila Pires and Frederico Lampe, our after-sales coordinators, about the creation process and objectives of the new department:

How does Aboissa after-sales work? What are the identified bottlenecks?

A: Aboissa's after-sales service is segmented by Business Unit, each has its own person responsible for after-sales, and, in some cases, they are divided between international or national service, or even by product niche. Therefore, in some BUs it can be seen that there is more than one employee responsible for this work. It is a model that actually works, but leaders and customers alike identified a need to support these functions. Whether due to more complex issues that occurred during the contract, or due to divergence in service between one Business Unit and another. One of the most notable bottlenecks for the customer was the non-standardization of after-sales service, since different Business Units can work with the same customers.

How did the idea of implementing an exclusive after-sales department come about? What are your goals?

A: Thanks to the focus on fulfilling its mission of creating, developing and executing the best businesses for its clients, in the last 5 years Aboissa has grown 180% in volume and consequently the number of contracts has also increased exponentially. At Aboissa, both sales and after-sales are fundamental to the development of a virtuous circle of relationships and business with the customer. Today there are sales and product specialists in all business units and the creation of the after-sales department allows the sales team to increasingly specialize in seeking the best commercial opportunities and behind the entire business there is a team offering an excellent service after closing a contract, guaranteeing the satisfaction of its partners.

What advantages/benefits will the department bring to Aboissa customers and employees?

A: The after-sales department is made up of a team with extensive market experience in order to work together with the Business Units in the contractual process, supporting problem resolution, seeking solutions together for customers who require more complex operations. In addition to standardizing internal processes such as integration and training of new employees, implementation of new paths in the system together with IT, and assistance in controlling commissioning and billing.

Another benefit is the identification and mapping of ideal profiles with the HR team and assigning them to the team according to their skills and capabilities, aiming to reduce turnover, thus offering more agility and quality for everyone involved with Aboissa.

What are Aboissa’s next objectives and goals with regard to service and after-sales?

A: Continue to guarantee the best service on the market, a more personalized service for each partner, work intensely on loyalty so that your journey as a customer is truly a memorable experience, so that not just a single deal is carried out, but that it is perpetuated, seeing Aboissa as an extension of your company. It is expected that this satisfaction will lead the customer to recommend Aboissa to other partners, thus enhancing its good reputation and credibility in the market.

Internally, supporting the commercial team so that business is maintained, due to personalized service, and ensuring that pre-sales and after-sales maintain a quality standard, also strengthening relationships with customers, and, for this, it is It is necessary to develop continuous improvements that will be reviewed. For Aboissa, it is also essential to have employees who are increasingly aligned with these objectives, which is why after sales will accompany the Business Units in the development of their people.

Frederico Lampe

After-Sales Coordinator

Camila Pires

After-Sales Coordinator

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August 31, 2021
12:16 pm

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