Problems We Solve

Companies want to ensure that their warranty/service/replacement operations are operating at peak efficiency. But depending on what you measure, and how you measure, you may not even know that there are substantial savings to be had on your Capital Expenditures for new replacement inventories.

We are the original Service Supply Chain Asset Retrieval Specialists. 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.

In more mature markets, the difference between products is often minimal or insignificant to the customer. As a result, companies are forced to rely on pricing or promotional strategies; both of which depress margins, and perceived value. By differentiating on service quality, companies 'change the game' in their competitive arenas and are able to realize higher margins and lower promotional and channel expenditures, while raising the perceived value of the brand.

But how do you grasp all the levers that can impact service quality? At OnProcess Technology, 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. For some clients, we manage order processes, schedule installations, and help activate products and services as well.

You'll better understand the service you're delivering, which services mean the most to your most valuable segments, and where to optimize your customer experience spend and effort to get the maximum beneficial outcome. Learn more

This is a critical stumbling block to achieving service excellence; and a difficult problem to solve without a comprehensive approach to your service supply chain. There are usually multiple causes; addressing any single one would not alleviate the situation. Contact us for a needs assessment and we'll help you understand your challenge and get you where you need to be. Learn more 

There are many reasons for this and they are often not easily identified or remedied. Our comprehensive Service Supply Optimization services, including people, process and technology, enable us to identify and address diverse challenges across the entire service supply chain. Working with OnProcess, our customers have found significant operational efficiencies that they hadn't previously enjoyed.

In addition, our service customer segmentation capability can help you understand which customers are more likely to recommend you, which are more likely to defect, and which would benefit the most from a proactive outreach. Then, we can take those insights and act on them, taking the theoretical into practice and getting you the data driven results you seek. You'll optimize your spend where it will do the most good.

Our Research and Analytics capabilities can give you data-driven, actionable insights into what aspects of your customer service are working well, and which need attention. You'll be able to focus investment in those areas that need it most, and get unprecedented understanding and visibility into the customer experience across your various touchpoints.

Our unique combination of data management, focused process methodology, proactive customer outreach techniques, escalation management and closed-loop data reporting and analytics provides a value proposition that is hard to match by internal processes or point solutions. We not only provide insight into the customer experience, but ACTION which helps remedy, improve or eliminate many of the reasons customers and subscribers defect or drop out. We then apply continuous learning to everything we do together to optimize results and keep the benefits coming. Our typical tenure with clients is over five years, and continues to increase (we're only 12 years old) - we must be doing something right.

An all-too-common situation -- and exactly why our integrated, comprehensive Service Supply Chain Optimization model was created. From optimization of your current processes, to our exclusive technology platform which can easily link disparate systems, vendors and partners, to our deep subject matter expertise in the service supply chain, we can address any and all of your related challenges. Have a look at your vertical for details. Click "Industries" at the top of any page, or reach out to us to learn more. 

With our SSCO Optimization and Planning capabilities, and our well-known RL360™ Asset Retrieval service offering, we can help alleviate that kind of problem in both your forward and reverse logistics operations. Have a look at your vertical for details. Click "Industries" at the top of any page, or reach out to us to learn more. 

This is a difficult problem to solve without a comprehensive approach to your service supply chain. There are usually multiple causes; addressing any single one would not alleviate the situation. Contact us for a needs assessment and we'll help you understand your challenge and get you where you need to be. Learn more 

Efficient and error-free handling of RMAs is a key success factor for businesses operating a service supply chain, yet it is rarely a core competency. Working with OnProcess Technology, you can outsource some or all of your RMA administration processes and focus on your main business. Learn more 

OnProcess can manage your entire RMA process, or just oversee parts of it. We can and do give our clients 100% visibility into their service channel inventories and processes -- getting you control over costs, reimbursements and even providing you with scorecards on field tech and/or dealer channel performance. Your channels will be more profitable and less chaotic than you ever thought possible. Learn more

Yes, it does. We can help. Our focused RL360™ methodology will give you more complete return rates and quicker return velocities, allowing you to repair and replace more service parts and products instead of buying new. As a result, you'll experience lower operations costs on Asset Retrieval, and lower Capital Expenses on replacement inventories.

With OnProcess Technology's exclusive SSCO technology platform, you can easily add or remove processes, partners and vendors into your service operations. We take care of the development, and you benefit with the increased visibility, accountability and performance. Let's spend an hour together to see if we can help you.

Take our hint -- you probably don't know the disposition of a lot of your service supply assets and inventories. Depending on what you measure, how you measure, and how accurate your measurements are, there could be a great deal of value left "on the table" or, in this case, in the field.

OnProcess are the leaders and innovators in focused, process and data-driven asset retrieval programs. Industry leading companies in many vertical markets rely on our unique combination of data management, focused process methodology, proactive outreach technologies, escalation management and closed-loop data analysis and reporting to drive unprecedented return rates, return velocities and visibility into their service supply chains. Let's spend an hour together to see if we can help you.

Seriously, you're probably not. Read the response above.

You're probably doing that because you're not getting the old goods back. That isn't the best way to go to maximize customer satisfaction. We can help you manage a successful Advanced Exchange program, where you send out the replacement part first, and then get back the original. By having complete visibility, reporting and proactive customer outreach through our RL360™ Advanced Exchange Management program, you can provide a measurably better customer experience, while gaining the successful and timely return of your assets. Click "Industries" at the top of any page, or reach out to us to learn more.

 

When all other avenues are exhausted, perhaps.  But while you'll cut your losses, you'll lose opportunity and customers.

There are many reasons assets have to be returned - repairs, end of life, change in location and, sometimes, cancellation of a relationship. Depending on your line of business, we can likely help you not only get more of your assets back, and more quickly -- in many cases we can help you retain clients, or at least their goodwill. In the Broadband and Cable space, we've been incredibly effective in not only cases of voluntary disconnections, but even outperform ordinary collections in non-pay cancellations. Talk to us to find out more.

Working with one source of information, and one team of contacts, can be of great benefit to streamlining your operations and reporting. By combining our deep subject matter expertise with data-driven, actionable insights and proactive outreach techniques and capabilities,  OnProcess Technology can provide a one-stop solution to most, if not all, of your Service Supply Chain Optimization and Customer Experience Management challenges.   Contact us for a no-obligation, initial needs analysis.

 

Big companies have lots of customers and lots of customer touchpoints. It's not easy to know what's going on at all of them.

Many companies routinely do research on their customers' experiences, but few act on the results. OnProcess can not only help you understand your customers (segmentation), their concerns (satisfaction) and your service quality (scorecarding), but can institute proactive outreach programs designed to address problems BEFORE they occur - improving overall customer satisfaction and loyalty, and providing tangible, measurable financial benefits to your enterprise.

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Businesses in mature and/or highly competitive markets are often forced to rely on price and promotions to sustain revenue levels. Unfortunately this not only puts undue pressure on margins, it dilutes your brand value - creating a vicious cycle of dependence on price.

By differentiating on service quality, and in particular knowing what areas of your service are most valuable to your customers, you can focus investment in those areas - optimizing your customer experience spend, relieving pressure on margins, creating tangible barriers to exit and higher customer lifetime values.

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Many of today's complex consumer products and services are oversold by demand generation techniques; resulting in confusion, frustration and, often, remorse returns. OnProcess Technology Remorse Returns Reduction programs can proactively reach out to new customers within 24 hours of purchase and/or activation; welcoming, educating and performing initial troubleshooting -  which can mean the difference between a satisfied, happy, paying customer and a frustrated, angry ex-customer with a costly return.

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If you don't have complete visibility into your customer's experience, you can easily throw more and more expense at your service efforts without a tangible payback. 

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.

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According to Gartner Group, most companies survey - but few (approximately 10%) do anything with the results.

Part of what distinguishes OnProcess Technology is our comprehensive, data-driven, proactive communications methodology. We focus on your business challenge, gather and analyze data, and turn that information into actionable insights. We then provide the action to address the problem, escalate issues where needed, and provide a closed-loop of learning & continuous improvement.

Without a comprehensive approach, you are left with juggling the many inputs from point-solution vendors, without the means to implement change and improve your business outcomes.

With OnProcess CE360™, you get:

• Tangible Financial Gains & Significant Cost Reductions
• Focused Improvements in Customer Experience
• Powerful Competitive Differentiation on Service

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