Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Service Supply Chain Optimisation

Businesses face increasingly complex supply chains in today’s globalised world. These developments logically also influence the service supply chain, in which consumers contact companies to report a defective product in order to have it repaired or, if there is a warranty, receive a new product. When customers contact our customer support centres to report a broken product, first it’s important to establish whether there is a defect at all. This is not always the case, due to the complexity of some products. When a defect has been identified, we will determine the nature of the defect after which the correct repair cycle can be started, and the return and replacement process be executed seamlessly.

A disorderly reverse logistics process can be very costly, and managing a complex service supply chain while simultaneously providing a positive experience for your customers can be a real challenge. Nevertheless, high pay offs can be achieved.

  • Do you want to provide real-time information for your customers if a product needs to be renewed or repaired, and do you wish to proactively inform your customers of the product’s status?
  • Does your operation have multiple repair centres in different countries, and would you like to be able to provide these locations with current and relevant information on returns and stock levels?
  • Are you looking to simplify the management of your service supply chain, to optimise repair processes, and to have all information in one unified dashboard?
  • Do you want to reduce your cost of ownership in the repair process, to benchmark your repair vendors, and do all of this while improving the customer experience?

If you recognise any of the above, the chances are Webhelp can help you tackle these challenges. Do you want to learn more about our services and best practices regarding this topic? We would love to demonstrate our experience.


Combining expertise with innovation.

Webhelp Xtrasource supports various businesses in managing and optimising their service supply chain. Among these are TP Vision, Helen of Troy and MMD. We offer companies a solution by combining our expertise and outstanding reputation in customer service with our in-house developed software, EARL (Extended Application Reverse Logistics). Our experts make sure that businesses like your own increase their grip on the service supply chain, by acting as a link between your business, your customers and your suppliers. We are able to streamline processes in your service supply chain and provide important insights into the reasons behind bottlenecks.


Take control of your complete reverse logistics chain

Webhelp can support you in various ways: by using EARL we can provide real-time insights on the RMA status of products and processes throughout your service supply chain in one consolidated dashboard. We also identify bottlenecks, monitor the quality of your suppliers and advise you on how to improve your service supply chain.


Enhance your customers’ experience

Our experts provide full support throughout the process. When a customer reports a malfunctioning product, we first determine if the product is defective and needs to be repaired by utilising our technical knowledge of the product. This can be done through call, email, chat or video call, depending on the complexity of the product in question. If we confirm that the product needs to be sent to a repair centre, we make sure this happens smoothly and that we offer the right solution. By using pre-set business rules in our software, we can provide information on the product’s complete repair cycle and report the product’s real-time location and RMA status. This, combined with our expertise in customer service, enables us to proactively provide your customers with real-time information on the status and location of the defective product in the repair cycle. No fuss, no unnecessary phone calls, just clarity and results. That is what drives a truly positive customer experience.


Our experience

TP Vision, one of the clients we support in optimising its service supply chain, manages more than one million Philips Hotel TV’s in EMEA. TP Vision uses our expertise and customer support experience to manage its complex reverse logistics process. Because of the solutions we offer, TP vision is better able to plan and manage inventory, measure and improve the speed and quality of repair centres, and provide its customers with a better experience. Today, more than 50% of all support and RMA’s are created by self-serving customers, and customer satisfaction for the Hotel TV business in after-sales support is the benchmark in the industry.

Contact the Webhelp

Service Supply Chain Optimisation Team

Contact Us
Contact

Enschede

Brammelerstraat 8, 7511 JG Enschede
+31 (0) 53 486 00 02

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Regardless of age, consumers want a fast response and value data security

A clear preference for speed in customer service across the board The most important aspect of customer service for companies to prioritise is protecting consumer data (53%) Nearly two-thirds would pay more for a company’s product or service if a company deals with issues and queries quickly and effectively, even more than if a brand is involved in the community (44%) or has values...

News
Employees agree on the advantages of a cross age-group workforce

New YouGov research shows broad support for multi-generational and flexible working and fast resolution for customer service issues. 60% of British employees value the sharing of different view-points among a multi-gen workforce 76% support casual dress, working from home (76%) and flexible...

Blog
Whitepaper launch: Generations – Cohort views on CX and the workplace

Webhelp’s latest Disruptor Series Whitepaper, which highlights the impact of generational influences on CX. For the launch, Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, takes a look at employee issues and how they will affect the workforce moving...

Whitepaper
Generation: Cohort views on CX and the workplace

What changes do employers need to make to engage with an increasingly multi-generational workforce? How well do brands understand their customer demographics? Are their CX strategies being tailored to reflect differences in generational attitudes and behaviours? The Webhelp Disruptor Series...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook