Case Studies Service Lifecycle Management-Reverse Logistics
Client
Nationwide Distributor of Material Handling Equipment
Engagement Scope
Build business case for deployment of Warranty Management System
Problem
Client experiencing high warranty claim rejection and call abandonment rates
Blumberg Advisory Group Recommendations
- Performed internal assessment & benchmark evaluation
- Determined problem due to roll-out of new equipment with on-board diagnostics; FE lacked proper training to trouble shoot and resolve
- Identified the need for Remote Support group to facilitate FEs
- Recommended new system with functionality for Knowledge Management, Warranty Managements, and Mobility
Results
- Reduced warranty rejection rate by 40%
- Increased monthly cash flow by 20%
- Improved first time fix and call closure rate by 30%
- Dramatic improvements in customer satisfaction achieved