Our Company
"As more OEM’s narrow their focus on core products they need a solid partner like OnProcess to take over their aftermarket product and customer service functions with no dip in the customer experience. OnProcess is well positioned in this “sweet spot” as evidenced by their growing list of clients."
-Dr. Bruce C. Arntzen, Executive Director, MIT Supply Chain Management Program, MIT Center for Transportation & Logistics
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FAQs
Corporate FAQs
We help leading businesses worldwide in two primary areas:
- Service Supply Chain Optimization -- we help companies with aftermarket service operations manage all aspects of their service processes. From planning and spend management, to order creation-- taking the order, verifying warranty entitlement, managing the dispatch process, scheduling replacement and installation -- to management of the advanced exchange process: getting those assets returned or replaced when needed; through to reconciliation and order closure -- tying everything together to ensure the most cost-effective and efficient process possible.
- By utilizing our diverse SSCO services, combining people, process & technology, we're able to help companies strip unnecessary costs, manual processes, errors and cycle times out of their aftermarket service supply chains. As a result, those companies are better able to meet SLAs, save significant expense in both customer support and operations costs, and provide a far better customer experience, driving longer customer lifetime values and their related revenue streams.
- By utilizing our RL360™ methodology and services, we're able to get client assets returned more quickly and completely, saving those companies substantial amounts of money on Capital Expenditures and Operations. In addition, our proactive customer outreach provides a superior customer experience during this process; turning a potentially negative situation into a positive experience for the customer. Learn More
- Customer Experience Management -- we help our client companies better manage their diverse customer contact opportunities; providing data-driven, actionable insights to help them deliver a continuously improving customer experience.
- Using our CE360™ methodology and services, our clients can educate their customers on new product features and offerings -- as well as assess the success of a self-installation or technician-assisted installation of equipment and services. Learn More
- Frankly, it can mean millions of dollars to your company. Separately, or in many cases, together, these service sets work to improve revenue streams, lower operating costs, make better use of limited Cap Ex and create tangible competitive differentiation based on service quality. So, if those things are important to you, we should talk.
- Our client companies are leaders in the fields of Broadband Services (including Cable, Satellite and Telco MSOs), Wireless Communications, Consumer Electronics OEMs, Online and Offline Retailing, Medical Devices, Infrastructure Technology, Computer Equipment and, increasingly, credit card issuers and retailers of complex devices. Have a look at our home page to see some sample clients. We think you'll agree you'd be in good company.
- With apologies to Gerry and the Pacemakers, we do it with a proprietary combination of sound, proven methodologies, data collection and analysis, proactive outbound calling, and a lot of hard work by a lot of dedicated people who are focused on the success of our clients. Apparently, we're pretty good at it -- many of our clients have been with us for five years or more.
We have a few facts you might be interested in:
- We handle over 96,500 customer communications each day, across the world, in 13 languages
- We handle over 25 million transactions annually, involving over $13B in client inventory
- We operate 24/7 around the world and are devoted solely to Service Supply Chain Optimization and Customer Experience Management Services
It refers to the measurement, management and continuous improvement of all of the aspects and activities involved in providing replacement parts and services to customers. In mission-critical applications such as those typically addressed by our clientele, systems, devices and processes cannot afford to be 'down'. Yet, at the same time, ensuring that replacement parts and service labor are anticipated, provided in a timely fashion, installed and the old parts returned involves a complex series of events which many companies don't completely master. As a result, either service suffers or operations costs and Capital Expense are far too high. Client companies engage with OnProcess Technology to address some or all of these concerns. We help our client companies understand and manage all aspects of their service supply chain, including Inventory Planning, Spend Management, Customer Contact and Issue Triage, Order Creation, RMA & Warranty Administration, Parts and Service Dispatch, Advanced Exchange Management, Field Tech & Channel Management, Sales Inventory Management and Order Closure. Learn More
Increasingly, companies find their margins shrinking and their points of differentiation based more on service quality. So, being able to excel in their post-sale service can be the difference between financial/market leadership and commoditization. Being able to address all of the variables involved is a very complex set of challenges which few companies master; and point solutions such as software programs, tacked on survey questions, or throwing bodies at the problem just can't provide a comprehensive solution.
That's why you need a real partner in the effort, not just a vendor with a point solution. We will engage with you at whatever level you wish, and we provide the people, process & technology you need so that there's no additional overhead, IT development or upfront investment required. Whether taking over a small part of your service operation, tying all of your vendors and systems together, or providing a comprehensive solution to your entire service supply chain, we will make the process simple, quick to ramp up, and productive in a very short period of time.
OnProcess Technology SSCO comprises an integrated series of services which combine people, process & technology to accomplish their goals. Our services include:
- Inventory Planning & Optimization
- Spend Management
- Customer Experience Management
- Customer Triage & Warranty Entitlement
- Service Logistics, Order Management & Dispatch
- Returns Management
These service products can be adopted singly, in combination, or collectively as an overall partnership for your aftermarket service organization. Ramp up is quick, requires no IT development time or resources on your part, no upfront capital investment, and can be piloted to prove the concept before complete adoption.
Most businesses with aftermarket service operations. Our particular expertise has traditionally been in seven vertical markets:
- Broadband/Cable MSOs
- Networking, Storage and other BtoB technologies
- Consumer Electronics OEMs and Retailers
- Wireless providers
- Medical Device Companies
- Logistics and 3PLs
- Financial Services (card issuers)
Significant improvements in operating costs, cycle times, scalability, error reduction, SLA compliance, customer satisfaction and much more. Complete connectivity with all of your vendors, partners and systems. Focus, discipline and deep subject matter expertise. Comprehensive reporting and actionable insights. If you currently have a program, we can improve internal use of resources. If you don't, we can offer improvements to your financial results and your customers' experience. And you get a one-call, one-stop solution to your entire service supply chain - including order creation, RMAs, parts and labor dispatch, all communications, tracking and reporting. Learn More
It's an abbreviation for Reverse Logistics (see below). It's also part of the trade mark of our RL360™ Asset Retrieval service offering
It refers to all of the aspects and activities involved in providing replacement parts and services to customers. In mission-critical applications such as those typically addressed by our clientele, systems, devices and processes cannot afford to be 'down'. Yet, at the same time, ensuring that replacement parts are provided, installed and the old parts returned involves a complex series of events which many companies don't completely master. As a result, either service suffers or operations costs and Capital Expense are far too high. Client companies engage with OnProcess Technology to address some or all of these concerns. We help handle all aspects of the service supply chain, including Order Creation, RMA Administration, Advanced Exchange Management, Field Tech & Channel Management, Sales Inventory Management and Order Closure. Learn More
Reverse Logistics is a defined methodology to recover company owned assets that have been deployed to the field to support various customer issues and requirements. In retail industries, it primarily involves the return of goods to a store for a refund. In the business-to-business world, it can encompass warranty replacements, end-of-life equipment recovery or product recalls. Part of what we do for many companies is facilitating the efficient retrieval or recovery of those assets.
Actual inventory recovered and velocity of recovery. Increased recovery rates and reduced time inventory is in the field. Daily weekly and monthly reporting giving our client complete visibility into where each asset is at in the supply chain, ship date, hard receipt, etc. Our clients typically see a positive and substantial ROI as a result of their work with us.
They operate from different goals, perspectives and intended outcomes. Collections processes typically focus on financial damage issues (debt collection) as opposed to asset retrieval (a component of the service supply chain). Our approach provides a proactive communication methodology. It focuses not only on the asset recovery (and resulting loss reduction), but turning a potentially negative customer situation into a positive. Our Reverse Logistics / Asset Retrieval effort is typically driven by maintaining an existing customer relationship vs. minimizing the loss from a bad debt.
The benefits are both financial and logistical. Significant savings based on amount of returned inventory and speed of recovery. Visibility into the process through comprehensive, data-based reporting. Significant capital expense reductions, operations savings (better service warranty exchange), and a measurably better customer experience.
Significant improvement in total assets recovered and velocity of recovery. Focus, discipline and visibility into the status of your equipment. Comprehensive reporting and actionable insights. If you currently have a program, we can improve internal use of resources. If you don't, we can offer improvements to your financial results and your customers' experience. And in the case of our comprehensive service supply chain optimization programs, you get a one-call, one-stop solution to your entire service supply chain - including order creation, all communications, tracking and reporting.
Customer Experience Management FAQ's
It's an abbreviation for Customer Experience. It's also part of the trade mark of our CE360™ Customer Experience services offering.
From our perspective, it's the total approach to understanding all of your customer touchpoints and how they can materially affect your business results. Learn More
There can also be a financial benefit to the client through increased usage of services and resulting increased revenue flows. If your customer understands all of your services, features and functionality, it's almost certain they will use and enjoy them more, creating higher revenue per customer and higher satisfaction and loyalty.
We're also different from a telemarketing / teleservices company in that our approach is holistic. We are not a point solution with whom you contract to make "X calls per hour at Y dollars per call". We make outbound calls and take inbound calls but only as a component of an overall engagement. Our programs are built around a specific operational or market challenge. We provide processes and build teams that become completely immersed in our clients' products and business challenge. We provide the people, technology, data analysis & reporting that will address that business need. Our methodology is one of proactive communication, measuring the financial and customer relationship impact of those programs. Learn More
No. It's a piece of what we do but not the outcome or end in itself. We are not a point solution. We perform research including customer interviews but only as a component of an overall engagement. We are typically communicating with your customers communicating educational points, assessing the quality of their service interactions with your company, or helping them return your equipment and assessing their satisfaction with the experience.
As a result of our interactions with your customers, we provide you with data-driven, actionable insights so that you know what areas of your customer experience have the most impact on their satisfaction, and where best to focus improvement in your operations.
It's not just about answers to questions, its about what actions to take to measurably improve your business.
We can give you visibility into your customer experience touchpoints that you can't currently get. Our proactive approach can help identify areas of improvement or challenge before they become critical issues.
As part of a program outcome, we provide data-driven, actionable insights so that you know where best to focus remedial steps in your operations.
We can help you increase subscribers (where applicable), revenue per customer, improve cash flow and reduce Capital Expenditures. Our clients have seen measurable increases in customer satisfaction levels and reduced churn, as well as lower service costs.
As a result, our clients are better able to differentiate their offerings on the basis of service excellence and customer satisfaction, instead of price. This leads to longer customer lifecycles, greater revenue per customer and lower marketing costs - as existing customers are less expensive to keep than the cost of acquiring new ones. Learn More
