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Optimize Your Post-Sale Supply Chain

Using deep subject matter expertise, technology-driven delivery and advanced analytics-based process improvements, we deliver insights, resources and cost-efficiencies our clients could never before achieve, helping them transform business operations.


Asset Recovery

Bring back used or even unused assets from the field, your customers, and technicians- reduce costly new buys.

“OnProcess enabled us to be proactive with our customers and smarter about how we manage swap orders. Now that we get more devices back faster, we spend significantly less on replacements.” – Howard Green Senior Business Analyst, Rogers Wireless

What Would a 5%-20% Increase in Asset Recovery Mean to Your Bottom Line?

If you have valuable assets in the field with technicians or customers and they’re staying in the field rather than coming back, then you’re spending unnecessary CapEx for new buys.

OnProcess has nearly 20 years in the business as a pioneer in reverse logistics helping clients dramatically reduce asset recovery-related costs while improving customer experience. We facilitate, track and expedite the return and replacement of assets from the field or customer, and the movement of defective parts through the repair channel and into inventory.

Get the Right Assets Back When You Need Them

Bring your most valuable and in-demand equipment back into inventory and recycling systems in a highly expedited timeframe.

  • Reduce Repurchases
  • Increase Returns & Velocity
  • Decrease Days of Inventory
  • Increase Recovery Rates
  • Reduce Overnight Shipments
  • Reduce Fraudulent Replacements
  • Reduce Technician Inventory
  • Improve Service Levels
  • Improve Fill Rates
  • Improve Customer Experience

Make Asset Recovery as Dynamic as Your Business

To make sure that OEMs get their original, replaced products/parts back quickly, many clients use our Dynamic Asset Recovery solution.

An intelligent managed service that’s as flexible and changeable as your ever-evolving business, Dynamic Asset Recovery surgically targets recovery outreach based on the parts critical at any given time.

We Drive Profitability and Revenue with Record Asset Recovery

  • We helped a Leading Provider Realize $60M in Annual Cost Avoidance
  • We Saved a Fortune 500 Technology Infrastructure Client $2.1M in Annual Repurchasing Costs

Downloads

Download our Whitepaper on How to Optimize Asset Recovery

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Download our Dynamic Asset Recovery Service Data Sheet

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Avoidable Truck Rolls

Reduce costly truck rolls and improve customer experience, by avoiding the unnecessary ones through remote triage and schedule assurance

Industry data shows that, on average, 30% of truck rolls are unnecessary because the problem could have been solved over the phone. At $100/roll, this can add up to millions of dollars and unhappy customers.

Proactive Truck Roll Avoidance

  • Call Prioritization
  • Predictive Analytics
  • Outbound Service Event Pre-Call

Downloads

Download our Truck Roll Reduction Whitepaper

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Remote Triage

Remotely resolve customer pain points with level 0, 1, and 2 technical support

By resolving more problems during proactive pre-service event calls, OnProcess cancels 10% – 15% of client truck rolls. This helped a major entertainment company save $3.9 million in one year.

Advantages:

  • Speed Repairs
  • Anticipate Problems
  • Improve CSAT
  • Generate Revenue Faster
  • Optimize Dispatch Process
  • Proactively Mitigate Trouble Calls
  • Flex with Seasonality & Growth

Streamlined Inbound Support – Medical/Technical OEMs:

  • Entitlement Verification
  • Level 0/1 Troubleshooting
  • Remote Monitoring Data Capture & IoT-Based Analysis
  • Escalated Queue Management
  • Service Request Creation

Product problems that can’t be resolved via Pre-Event Calls and Level 0/1 Support

Technician & Parts Dispatch Service

Downloads

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Download our Medical & Technology Data Sheet

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Download our Broadband Data Sheet

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Dispatch

Make sure you have the right tech with the right part, at the right place, at the right time to drive first time resolution metrics, reduce costs, and improve customer experience

“Thanks to OnProcess, we saved $21.1 million in annual transportation, labor and inventory costs, and dramatically improved the efficiency and accuracy of parts and labor coordination.” -VP of Service Supply Chain, Fortune 500 IT Company

Turn Dispatch Processes into Brand-Boosting, Cost-Saving Service Events.

  • Improve SLA Meet Rate
  • Enhance Customer Experience
  • Improve Technician Productivity
  • Flex with Seasonality & Growth
  • Improve CSAT Ratings
  • Improve First Time Resolution
  • Real-time End-to-end Visibility

The Right Tech. The Right Part. The Right Place. At the Right Time. Every time.

If your technicians show up without the right parts or skills and can’t get the job done, you can bet you’ve not only exacerbated the customers’ frustration, you’ve also put them at risk of churn and severely damaged your brand image. Not only does this inefficiency impact your customers’ brand perception, but it also incurs additional costs. Having to send a second technician and truck roll at a later date will, at minimum, double your costs. You are also putting yourself at a high likelihood to incur additional costs from displeased customers including increased call queue volume, increased AHT, and increased subscriber acquisition costs due to loyalty concern and churn.

OnProcess Technology transforms unnecessarily expensive, prolonged and potentially damaging service events into cost-effective, productive and positive engagements that protect your customer relationship. We manage the dispatch of parts and technicians to ensure the right technician and the right parts get to the right place at the right time, optimize service networks and inventory and rapidly close out service events.

Intelliforce

Drive 100% technician productivity, while significantly reducing your costs, improving operational metrics, and delivering a flawless customer experience

OnProcess Technology’s IntelliForce℠ eliminates heavy fixed costs and drives optimization to the hilt with the industry’s only on-demand, digital marketplace for field service management.

This groundbreaking new service features a unique variable labor model, which is sourced through our trusted network of authorized service partners. We work with best in class field service organizations, not 1099. With a focus on continuing education, our partners ensure our labor force is always prepared, no matter what the job. From there, our proprietary analytics engine intelligently selects the right technicians for every job, who are then expertly managed by the industry leader who boasts two decades of niche domain expertise: OnProcess Technology. Together, these innovations form IntelliForce, a revolutionary managed service that delivers exceptional, end-to-end field service management and drastic cost savings.

 

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We’re thrilled to add this new solution to our arsenal of post-sales service supply chain managed services.

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Download our Intelliforce Data Sheet

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Fraud Prevention

Predict & prevent fraud, reduce costs, and recover fraudulent losses

Fraudulent warranty claims account for up to 15% of an average company’s warranty costs and cause businesses to lose 5% of their annual revenue.

Accelerate your Warranty Process and Prevent Fraud

From Product Registration through Repair Diagnosis/Triage and Reverse Logistics/Replenishment, OnProcess’ comprehensive analytics-driven managed services will help you prevent fraud, reduce costs and recover losses. “OnProcess’ custom solution for HPE is a critical component of our efforts to identify and eliminate fraudulent warranty claims, leading to substantial financial savings. The Global Brand Security program also benefits other key areas of HPE business, including inventory management, transportation costs, and improvements to our returns process.” – Kollen Brower, Director, Global Program Services, Global Brand Security, HPE

 

Downloads

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Download our Warranty & Fraud Management Data Sheet

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Webinar: Optimizing Warranty & Fraud Management

View the Webinar