Retail/Consumer Electronics OEMs

In an increasingly complex consumer electronics & retail environment, the need to differentiate through service quality and customer experience is more important than ever before. New and disparate channels, online & offline storefront opportunities, complex technological products and services -- all create both opportunity and challenge.

How well does your post-sale service organization perform? How do you know? Can it scale as needed, while keeping costs in line, information flows constant, and ensuring the highest quality services and customer experience? How do you get visibility across all of your disparate channels, systems, vendors, and partners?

For brick & mortar retailers; with complex products come complex challenges. How much time do your in-store staff have to spend with customers? Even when a sale is made, there's often a service activation, installation and/or follow-up that has to take place. How much of that can happen in the store?

A Complete Set of Services for Your After Sales Customer Experience

OnProcess SSCO Services for Retail/Consumer Electronics OEMs address the specific needs of:

• Manufacturers/OEMs
• Retailers
• Extended Warranty Providers
• Service Organizations

OnProcess SSCO Services for Retail/Consumer Electronics OEMs can address the gaps in your operation; measure & improve customer service levels, reduce costs and enable higher revenues from your post-sale service. Our comprehensive approach to the after sales service supply chain includes any and all services you might need:

• Warranty Administration & Entitlement
• Support Operations (including Level I and II Triage)
• Parts and Service Dispatch & Management
• Product Returns Management

No matter how many systems, vendors, partners and departments you have to link, OnProcess delivers the People, Process and Technology you need to solve your most challenging service supply chain issues with no upfront development resources or costs.

Extend Your Brand Experience Beyond the Website and the Walls of the Big Box

With OnProcess Technology CE360™ services for Retailers, you can extend your brand experience beyond the walls of your store -- right into the customer's home.

With our proactive post-purchase outreach programs, you can:

• Welcome new customers and reinforce the relationship
• Educate customers on product features and functionality
• Assist in product or service activations
• Identify problems or concerns earlier, address them & reduce remorse returns

Throughout the process, our CE360™ Post-Service Management Services can assess the success and/or quality of your field service efforts, giving you data-driven, actionable insights into the experience that will drive lower costs and higher average customer lifetime values. You'll gain key strategic information that you can use to drive continuous improvement and higher satisfaction levels.

People, Process & Technology Driving Tangible Benefits

As a result of our proactive, data-driven methodologies and services, you can achieve:

• Measurably Improved Customer Satisfaction
• Differentiation Through Superior Service
  • Create and promote deeper customer relationships throughout the life of a product
• Reduced Operating Costs Through
  • Identification and elimination of inefficient processes and procedures
  • Better visibility into all aspects of your service operation
  • More Efficient Proactive Service Methodology
  • Reduced Inbound Calls
  • Fewer Remorse Returns with No Trouble Found
• Improved Profitability Through
  • Higher retention and margins due to superior service
  • Higher service activation rates
  • Earlier service activations
  • Higher usage levels