Engagement that pays: How DPPs win the customer after the sale

The sale isn’t the finish line. It’s the starting block.

You’ve sold the product. Congrats.
Now comes the part most companies underinvest in: post-sales engagement.

Support tickets pile up. Warranty questions stall. Usage questions clog your inbox.
And worst of all? You’re losing the customer’s attention & and their next purchase.

But what if your product could handle support itself?

‍What if it could answer the questions, guide the user, enable reorders  and even turn service into a growth channel?

That’s the promise of Digital Product Passports (DPPs).
And this week in the Twintag ROI Playbook, we’re looking at how DPPs create real impact after the sale.

The post-sale problem is bigger than you think

Let’s call it what it is:

• Customers don’t read manuals.
• They expect instant answers, not ticket numbers.
• Your support team spends hours chasing warranty claims, usage data, or miscommunications.
• Your upsell potential? Dead on arrival if the customer churns at the first hiccup.

Support becomes a cost center and your brand takes the hit.

DPP: A digital support channel, built into your product

A DPP turns any physical product into an interactive digital experience. With one scan, the customer gets:

• Installation videos
• User manuals
• Product configuration
• Warranty info
• Reorder or upsell options
• Chat or contact integrations
• Maintenance tips or recalls
• NPS surveys or feedback loops

No app download. No login. Just instant help.

The ROI is real

In fact, Bain & Company found DPPs can double a product’s lifetime value by enabling resale, authentication and service opportunities. But even without resale programs, the immediate operational ROI is clear:

Let’s break it down:

✅ Fewer support tickets
A DPP answers 80% of the common questions before they’re asked.

✅ Shorter resolution time
Support agents get context, product version, configuration, usage - instantly.

✅ Increased retention & loyalty
Happy users stick around. And they buy again.

✅ More feedback loops
DPPs open up new ways to ask for feedback or trigger NPS, right when the experience is fresh.

✅ Upsell & reorder channels
Turn your product into a gateway for accessories, refills, or upgrades.

Real-world use case: ReSound

Re-sound, a Belgian acoustic panel manufacturer, embedded QR-based Digital Product Passports into each panel to:

• Provide instant access to material details, certificates and recycling info
• Enable easy product registration for warranty activation
• Simplify returns and recycling, supporting their circular production model
• Boost customer trust and engagement with transparent sustainability data

One scan unlocks full product traceability, maintenance info, and direct brand connection, turning their panels into powerful service and marketing touchpoints.

👉 Read the full case here

It’s not just service - it’s strategy

Elite operators know:

Support isn’t a cost to manage, it’s a chance to earn trust, data and future revenue.

A product that solves its own problems is more than efficient.

It’s sticky. It earns brand love. It earns growth.

Quick checklist: Is your product post-sales ready?

[ ] Do you know your top 10 recurring support questions?
[ ] Can your product answer any of them via scan?
[ ] Can you track usage or trigger engagement after delivery?
[ ] Is your reorder or upsell path within 2 clicks?

If you checked 2 or more: your DPP should already be working for you.

What to do next:

• Try our DPP ROI Calculator
• Read part 1 & part 2 from this series
• Schedule a free strategy call with Michael, our CRO, who dives daily into the ROI of DPPs.

Let’s make every product you sell your most powerful customer connection