Services Offered

OnProcess provides world-class inventory returns and management services. Using our proprietary Proactive Customer Resolution (PCR), we can enhance your processes for:

• Advanced Exchange/Warranty Swaps
• Trade-In Inventory Management/Product Upgrades
• Product Recalls/Field Corrective Actions
• Sales Demo/Product Evaluation Inventory Management
• Field Service Inventory Management (Trunk/Van Stock)
• End-of-Life Product Returns
• Warranty and Order Administration
• Fraud Detection Reporting
• Detailed Inventory Reporting and Analysis

OnProcess offers state-of-the-art customer communications management to increase the customer’s use of your products and services. Using our proprietary Proactive Customer Interaction (PCI), we can enhance your processes for:

• Self-Installations/New Product Activations
• Welcome Call
• Post Installation Follow-Up
• Service Activations
• Phone and Web-Based Customer Surveys
• Warranty Renewal

Advanced Exchange/Warranty Swaps
When a company sends out a new product to replace a defective one as part of a Warranty Swap:

• The company is not always sure that the customer receives the new product
• The customer may not know how to return the old product
• The customer may be reluctant to return the old product.
• The return of the old product may be delayed in-transit 

OnProcess proactively helps companies manage the entire cycle of Advanced Exchange / Warranty Swaps by: 

• Tracking the shipment of the new product
• Validating that the customer received the new product
• Proactively communicating with the customer to answer questions on how to send old product back
• Providing the early identification of customer issues and concerns
• Verifying the receipt of the old product

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Trade-In Inventory Management
In managing trade-in inventory, companies are faced with lack of visibility to the returns pipeline along with lack of visibility to customer problems.

OnProcess helps these companies proactively manage the entire process cycle by:

• Tracking new shipment of all parts involved in new system
• Tracking return of all parts involved in the old system
• Managing the possible recycling and reuse of old parts

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OnProcess helps these companies proactively manage the entire process cycle by:

• Contacting customers affected
• Tracking the shipment of the new product
• Assuring that the customer received the new product
• Proactively communicating with customer to answer questions on how to send old product back
• Verifying receipt of old product at company warehouse
• Repairing & replenishing old product
• Getting product back into the field (when applicable)

Field Corrective Actions/ Product Recalls
OnProcess helps these companies manage the entire process for Field Corrective Actions by:

• Informing customers of the Field Corrective Action
• Validating which of the customer’s products are eligible for Field Corrective Action
• Confirming that the customer received an interim replacement product, while their product is being upgraded
• Coordinating logistics for the product return
• Previewing the returns process with the customer
• Tracking the inventory to the repair depot
• Tracking and ensuring the delivery of the repaired unit back to the customer

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Sales Demo/Product Evaluation Inventory Management
Using the medical industry as an example, when medical equipment manufacturers provide a sales demonstration product to a hospital, they have no assurance that the hospital will like the product and purchase it, or that the hospital will return the product in a timely fashion if they do not purchase it.   

OnProcess proactively helps companies across industries manage inventory through the entire cycle of Sales Demo and Product Evaluation by: 

• Tracking the delivery of the demonstration product
• Assuring that the customer evaluated the demo product
• Proactively communicating with the customer to answer questions on how to send the demo product back
• Tracking the timely return of the demo product
• Verifying the manufacturer’s receipt of the returned demo product

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In managing Trunk / Van Stock, companies are commonly faced with both bloated inventories and not having the right part at the right time.    Based on our experience, the most common questions faced by companies managing Trunk / Van Stock are:

• How do I reduce overall carrying costs and overnight deliveries?
• How do I increase the likelihood of  “first-time” matches?

OnProcess proactively helps companies manage the complete inventory cycle, including forward and reverse logistics, for Trunk / Van Stock by:

• Creating, communicating and implementing a timely Recommended Spare Parts List (RSPL) for Field Engineers
• Keeping the RSPL current and aligned to Corporate and Field goals
• Identifying overstocks and obsolete inventory as well as shortages against the RSPL
• Automatically initiating returns for overstocked products and generating orders for shortages and products that are new to the RSPL
• Coordinating and tracking returns through confirmed delivery back to the Company
• Tracking orders through confirmed delivery to the Field Engineer
• Monitoring weekly Field Engineer performance and progress
• Providing trending to support product failure analysis

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End of Life Product Returns
When clients are faced with end of life products, either voluntarily (changed services) or involuntarily (hasn’t paid bill), there is no assurance that the product will be returned.

OnProcess helps these companies proactively manage the returns process cycle by:

• Contacting customers to encourage product return
• Sometimes discovering that customer was not aware of the necessity of product return
• Either, communicating with customer to answer questions on how to send old product back
• Or, working with customer to get bill paid off and encouraging customer to resume service, eliminating the need for end of life product return altogether
• Verifying receipt of old product at company warehouse
• Assuring the old product repair
• Getting product back into the field when applicable

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Warranty and Order Administration
OnProcess administration clients use OnProcess to administer warranties. For many clients, OnProcess also has the authorization to make RMA decisions, to manage order queues, and to monitor orders and order exceptions.

This service revolves around trust.  Clients trust OnProcess personnel enough to, in some cases, give them full access to the company system, making several vital decisions on behalf of the company.

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Fraud Detection Reporting
In managing fraud, companies are faced with lack of visibility.

OnProcess personnel have the advantage of seeing several sources and data in one snapshot for a company, so it is easier to spot fraudulent behavior (example: same request for a new product going to similar addresses ((Apt. B, Suite B, #B, or using Street then St.)).

OnProcess has also alerted companies of internal fraud, which resulted in employee arrests.

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Detailed Inventory Reporting & Analysis
Reports generated by OnProcess alert companies to potential trouble in the returns pipeline.

OnProcess helps these companies proactively manage the entire returns process cycle by:

• Analyzing the companies’ current returns system
• Often discovering that there are missing parts or parts unaccounted for at the warehouse
• Investigating and recovering those missing parts
• Repairing the parts and getting them back into the field

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Self-Installations
(Inventory Fulfillment through New Product Activation)
IWhen companies plan a self-installation process, the common assumptions are that: 

• The customer wants the product
• The customer receives the right product
• They know how to install it
• They are able to install it in the time that they need it

Our experience is that there are gaps…
Customers do not always get the right product.  They can change their mind. Their effort to install the product can and does fail.  They have unresolved technical questions.   By not addressing the gaps, companies may risk the disruption of services revenue, customer inconvenience, customer dissatisfaction, the customer not knowing who to call, and in some cases the loss of customers. 
OnProcess helps these companies manage the entire Self-Installation process from Inventory Fulfillment through New Product Activation by:

• Warehousing inventory
• Coordinating automated pick, pack and fulfillment
• Confirming proof of delivery, including confirmation of the serial number, by the customer
• Talking through the self-installation with the customer
• Ensuring the customer is “online” as quickly as possible
• Talking through product and service features and demos — for example, in the Cable TV industry, remote control and Video on Demand
• Providing the early identification of potential customer escalation issues and concerns
• Following-up with customers on previously identified problems through successful resolution

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Welcome Call
OnProcess helps its clients retain customers with a friendly, personal welcome call.

• Within 24 hours, OnProcess personnel calls customers to confirm that they’ve received product
• OnProcess also confirms that the customer has installed the product 
• If they haven’t yet installed the product, OnProcess walks them through the self installation process
• OnProcess also then walks the customer through how to use all of the services

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Post Installation Follow-Up
OnProcess follows through with its clients’ customers, assuring that the entire installation process was satisfactory.

• 30 days after installation, OnProcess makes follow up call to assure customer’s service is satisfactory
• If returning old, outdated product, OnProcess makes follow up call to help walk customer through the return process
• Verifies receipt of old product at company warehouse

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Service (Equipment) Activations
This service applies to several industries.  For example, in the cable & satellite industry, there are services that are available to customers that they may be unaware of. 

OnProcess is hired to make the personal call to each of those customers explaining how to activate all of the services available. 

OnProcess also walks the customers through how to use these services, explaining what’s available and the costs associated with each service (some are free). 

By being proactive and showing customers all that the company has to offer, OnProcess helps its clients retain customers and also encourages brand loyalty.

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Phone & Web-Based Customer Surveys
OnProcess is hired by several of its clients to conduct customer satisfaction surveys.  The surveys are able to give the clients a better overall picture of the company’s customer service and what needs to be improved.

Based on the OnProcess surveys, clients adjust the customer service in the areas that were unfavorable.  Those adjustments improve the customer service overall and in the end help to retain customers and to promote brand loyalty.

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Warranty Renewal
OnProcess offers clients a service to manage its warranty renewals.  For example, 90 days before a warranty expires, OnProcess will call the customer to ask if they want to renew it, also answering any questions they may have about the warranty.  

This process promotes friendly customer service, but more importantly, it increases business too.

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The secret’s with your customer…

…and based upon that understanding, we approach reverse logistics from your customer’s point of view.