Reverse Logistics and Repair
Dedicated support and global reach fuels a healthy system
With more than 20 years' experience, you can count on our dedicated reverse logistics staff to provide:
- Customer care
- Multichannel returns and repair avoidance
- Returns management
We assist with mobility, information technology, infrastructure and networks, and consumer electronics markets.
Customer care systems ensure a consistent customer experience at any point of entry, whether it's from retail, contact center or online. In the event that a product needs to be returned for repair, our proprietary information system and service management tools provide visibility throughout each stage of the process.
Integration with our courier partners ensures full track and traceability across all logistics services:
- Bulk retail store collection and return
- Advanced exchange and return
- Doorstep technical swap services
- Customer collect and return
- Mail-in services
- Customer drop-off
Business intelligence tools provide customers with a detailed insight into service performance, key performance indicator (KPI) analysis and identiﬁcation of trends to drive continuous service improvement.
Advanced-level repair centers are fully accredited by our OEM partners, providing access to genuine parts, software and technical information and supporting a full range of in-warranty and out-of-warranty repair, refurbishment and insurance repair, and fulﬁllment services.
Responding to the demand for while-you-wait repairs, we're deploying proximity repair solutions either in-store or integrating our software and diagnostic tools within customer call centers and online applications.
Multichannel returns and repair avoidance
We aim to keep devices connected wherever possible. By transferring our diagnostic database and repair know-how into a set of tools and applications within our customers' support ecosystems, we're able to drive outstanding results and a strong ROI for our customers.
Our strong repair heritage and specialist know-how create a highly automated, returns management and disposition service. Understanding that returns have a monetary value, we're focused on:
- Rapid and efﬁcient re-deployment to stock, credit, repair, refurbishment or disposal
- Minimal handling, removal of additional transport and delay
- Maximizing warranty handling fees
- Optimizing DOA validation and credit recovery