Retail/Consumer Electronics
Field Service Operations Support Services
Get 100% Visibility Into Your Channel & Field Tech. inventories
Assess & Optimize All Channels for Performance, Compliance, Returns
OEMs and Retailers utilizing Field Service Organizations, remote technicians and servicing resellers have complex Service Quality and Asset Retrieval management issues. With OnProcess Technology's RL360™ FE/Channel Management services and CE360™ Field Service Management Services, those companies achieve unprecedented visibility into, and control of, their customer service experience as well as inventories and returns from those channels -- enabling higher returns rates and velocities.
OnProcess supports Advanced Exchange, end-of-life, swaps, sales inventories, sales demos, overstocks and truck stock.
Benefits
Our deep subject matter expertise, combined with superior data management, analysis and reporting, enables a rapid and positive impact on your channel service supply chain:
- Reduce Capital Expenditures on replacement parts
- Assess channel partner performance on several criteria
- Ensure compliant service quality across channels
- Recover more service parts inventory
- Increase speed of returns
- Gain visibility to as close to 100% as possible of inbound and outbound parts in the returns cycle
"So How Did You Do?"
What Do Your Customers Actually Think of Your Service?
How do you know? How do you measure?
How do you close gaps you don't know you have?
See Where You're Strong - And Where You Need Improvement
OnProcess Technology provides end-to-end managed services for Post-Service Assessment and Remediation, enabling you to identify, understand and improve problem areas in your delivered customer service.
OnProcess can even provide detailed, clear reporting on Service performance, from the individual up to any departmental, regional or managerial roll-up level. See at a glance your entire field service performance on any number of metrics that are important to you.
OnProcess quantifies the performance of your service technicians using our Service Performance methodology. We conduct one-on-one interviews with your customers immediately after they receive service. We measure how well your service technicians’ meet your standards, including wait time, response times to emails and phone calls, on-time problem resolutions, on-schedule appointments, and on-time follow-up — maximizing performance.
Benefits
OnProcess can help you:
- Build superior service and competitive advantage based on best practices across industries
- Continuously improve your services ratings, including wait times and service response time
- Decrease customer frustration that phone calls and emails are not responded to as promised
- Implement standards of excellence for service performance that strengthen your competitive advantage and increase customer retention
- Assess service performance and identify opportunities for improvement
