NO FEAR OF RECALLS
Recall Management System
Our stand-alone solution allows you to centrally control and monitor all processes of a recall, from the collection of customer and product data, to the collection or disposal of the defective goods, to the customer solution (e.g. repair or replacement).
This allows you to organize, coordinate and execute regional, national and international recall campaigns. Within a few weeks, the system is set up, configured and customized according to your specifications so that you can quickly collect, exchange or repair defective or faulty equipment. Interfaces and framework agreements with globally operating logistics providers and service centers guarantee a smooth process.
All components at a glance
The complete recall process can be controlled via the Recall Management System. Starting with the registration up to the process completion. It is possible to run the process completely automated or partially automated. This means that processes can also be processed individually. A central control tower is available to monitor the entire control.
The core component of returns management is case tracking. It creates transparency in the entire process chain, so that everyone involved is always informed about the status of each service case and the subsequent steps. Logistics as well as repair and workshop processes are transparently recorded in the history.
End customer registration
As an input option we offer the end customer registration as a module. During registration, the end customer goes through various input checks in order to avoid incorrect recall. The module can be designed in the individual customer design.
Call Center Modul
The Call Center Module can be used to enter and process customer orders. With this type of recall entry employees have additional input options available.
Identify problems before they arise. The integrated escalation management monitors the recall processes and, if necessary, communicates with the respective responsible partners and informs them via various channels about possible difficulties arising in the processing of the processes.
To ensure that goods are picked up at the right point and delivered to the correct destination address, the system checks the accuracy and plausibility of addresses. This eliminates delays by the logistics provider in fulfilling services.
When a transaction is created, the system already checks whether the device or serial number has already been registered and avoids double entry. Further checks to prevent fraud attempts can also be integrated. For example, fake e-mail addresses can be detected and filtered, or photos can be requested to validate the serial numbers during registration.
Master data management
All master data stored in the system can be easily managed, updated and maintained. Whether automated upload of complete data sets or manual maintenance of individual data sets, the master data management can be easily adapted to all requirements.
The system supports the automated creation of all required shipping documents, from the delivery bill to the address label, for the fastest possible further processing of the transaction and the clear identification of the goods.
Customer communication is usually done via e-mail. After validation of the customer e-mail, the customer receives regular status updates about the process flow.
Reports can be created on the basis of the extensively recorded history data and, in addition, the recorded raw data can be used for independent evaluation.
FAST AND EASY PRODUCT RECALLS
Advantages of our Recall Management System
- Free scaling thanks to cloud-based server technology
- Shorter turnaround times to increase customer satisfaction and productivity
- Control and transparency of all processes
- Customer- and product-specific concepts for process control
- Flexible adjustments during recall in case of market or availability changes
- Identify stalled processes before they become a problem
- End customer loyalty through positive service experience
- Reliable handling of several million transactions in the shortest possible time
- Creation according to own style specifications on request
- End customer as well as call center recording possible
- Call center: individual reaction to customer situation with solution alternatives
- Individual validation to check the recall process
- Validation of product, e-mail address, serial number, etc. to avoid duplications and errors