Enables substantial gains in clients’ revenue, cost-to-serve and customer satisfaction through predictive analytics, instant alerts and proactive actions
ASHLAND, MA – February 16, 2016 – OnProcess Technology, the global pioneer in post-sale supply chain management and optimization, today announced enhanced triage, service fulfillment and reverse logistics services powered by the company’s new OPTvision platform. OPTvision is the industry’s only control tower solution that combines real-time, end-to-end visibility with advanced micro-analytics-driven alerts that continually run in the background, enabling significant improvements in client revenue, cost-to-serve and customer satisfaction.
“The post-sale supply chain accounts for up to 80 percent of a company’s profitability, yet many businesses have limited or no visibility into how theirs is performing. They operate in silos, have tons of analytics they can’t make sense of, and lack truly meaningful insights. They don’t need more data. What they need are real-time, actionable insights that enable businesses to proactively address issues and influence outcomes,” said Michael Wooden, CEO, OnProcess Technology. “OnProcess has been leading the industry in using visibility technology and predictive analytics to drive targeted business actions. Now, with OPTvision as part of all OnProcess managed services, we’re taking optimization to the next level, making it easier than ever to keep a finger on the pulse of the entire post-sale supply chain, manage by exception and make daily decisions that deliver high-impact business outcomes.”
“Supply chain executives today want their service providers to deliver not just excellent operational support but also provide greater visibility into operations and the ability to intervene or control events when something goes wrong. This capability is increasingly delivered through a “control tower” technology platform that gathers operational supply chain data into a consolidated tool to allow for analysis and action,” says Charles Sutherland, Chief Research Officer of HfS Research. “By embedding OPTvision in its managed services, OnProcess is bringing this control tower capability to the aftersales service marketplace in a way that not just gives clients additional data visibility, but which importantly allows clients and/or OnProcess to then take control and, via OPTvision’s InstantInsights, address exceptions or service issues with immediacy. This represents the future of supply chain management services.”
OPTvision-powered managed services provide real-time, integrated views across the post-sale supply chain from a single dashboard, and the intelligence needed to further reduce costs, accelerate cycle times, improve SLA compliance and deliver superior end-customer experiences. It’s used by OnProcess account teams to proactively manage customer support, field service, return and repair services, and by OnProcess clients to gain a deeper understanding of and control over their post-sale operations.
Some of the ways OPTvision-enabled services enhance the post-sale supply chain include:
- Triage: Alerts account team when a repeat case is created, triggering the special attention needed to turn that customer experience around, and when a high-severity customer issue comes into support queue, facilitating immediate action.
- Fraud Detection: Alerts when services orders are created for customers who have a low propensity to return and have had multiple deliveries within a short period, enabling all relevant stakeholders to take appropriate actions.
- At-risk SLAs: Flags at-risk service orders and identifies root causes, enabling intervention and minimizing customer disruption and costly penalties.
- Critical Parts Outstanding: Tracks these parts and their position in the supply chain and provides the real-time, actionable insights needed to promptly recover them.
- Field Engineer Bottlenecks: Triggers actions when a field engineer holds more than a certain number of parts, which could indicate propensity for fraud or negligence to return parts.
Key OPTvision functionality
- End-to-end visibility of active service supply chain orders
Instantly surface at-risk SLAs across technical support, field service, reverse logistics, repair and depot replenishment orders, providing insights into the health of every queue in the post-sale supply chain.
- InstantInsights on fraud and other urgent issues
Micro-analytics, such as segmentation, root-cause, predictive and propensity analyses, are embedded in every transaction. They come to life as InstantInsights, OnProcess bulletins on urgent issues, such as fraud detection, that enable proactive, pre-emptive actions.
- Real-time visibility into key business metrics
OPTvision makes it easy for clients to assess real-time post-sale supply chain performance and see up-to-date progress against success criteria, such as revenue, efficiency and cost-saving goals. View key performance indicators for selected time periods and programs, drilling down by region, customer, contract type, SLA rate, product and more.
- Visibility into White Glove transactions
See at-a-glance if any VIP customers have active issues and, working with OnProcess, quickly take prescribed actions to resolve the problems.
- Anywhere, anytime mobile access
Easily stay on top of post-sale supply chain operations from a smartphone, tablet or computer.
For more information about OnProcess’ OPTvision-powered managed services, attend the complimentary webinar on February 24, 2016 at 11:00am ET. Click here to register.
About OnProcess Technology
OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations – the flow of people, parts and services following the sale of a product. The company’s deep expertise, purpose-built technology delivery and embedded analytics-based process improvement, enable clients to quickly optimize and scale operations, grow revenue and profitability, and deliver superior customer experiences. OnProcess provides services in 26 languages and operates in eight global facilities, including its Massachusetts headquarters and facilities in Maine, India and Bulgaria. www.onprocess.com
Press contact for OnProcess Technology:
Bedsole & Company