How to Get to Service Supply Chain Excellence August 17, 2010
Posted by OnProcess Technology in advanced exchange, Asset Retrieval, OnProcess, RMA administration, RMA management, Warranty Management.Tags: Asset Recovery, asset retrieval, dispatch, field service inventories, reverse supply chain management, RMA management, service supply chain
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Spend less than two minutes on this presentation and see the OnProcess Technology® end-to-end approach to excellence in Service Returns Management.
–sk
Disturbing Trend in RMA Management February 26, 2009
Posted by OnProcess Technology in Asset Recovery, Asset Retrieval, OnProcess, Warranty Management.Tags: asset retrieval, economic downturn, RMA, RMA management, unreachable contacts, unretrievable assets, Warranty Management
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Asset Retrieval / Warranty Management Impacted by Economic Downturn — B-to-B, B-to-C Both Affected
Action you can take NOW to head off some of the negative impact on your Asset Retrieval and Warranty programs
Over the past couple of months, we’ve seen an alarming trend in our clients’ Warranty Management and Asset Retrieval programs. Many of them are experiencing higher instances of unreachable contacts, leading to broken warranty processes and an inability to complete asset retrieval and advanced exchange.
The financial implications of this trend, particularly as they compound an already slowing economy, are disturbing at best.
We believe that this trend ties to the overall economic downturn due to:
- Large numbers of recent, sudden layoffs at businesses in the US and Western Europe (B-to-B)
- Large numbers of recent foreclosures and house address moves (B-to-C)
Because these changes in status and location have come relatively quickly, they likely happened in the midst of ongoing asset retrieval or RMA management processes. People with whom businesses had been corresponding are just not there any more, leaving those businesses with unretrievable assets and no valid customer contact.
Our Suggestion: A Proactive Approach
We suggest the following quick actions to limit the impact of this phenomenon:
- Alert your contact/call center resource to this trend and amend scripts, systems and procedures to ensure that you are able to collect at least two, and preferably three, sets of contact information.
- At the time of Warranty Registration and/or Warranty Claim event, have your contact/call center resource collect and/or verify at least two and preferably three sets of contact information related to the record.
While by no means a panacea, this deeper collection of contact information should help mitigate the potential losses your asset retrieval or warranty exchange programs might face by not being able to reach your primary contact or claimant.
Let us know if you’ve run into this phenomenon in your business, and what you’ve done about it, and we’ll share it with the audience.
–sk
