PRODUCT TRACEABILITY AND RESPONSE MANAGEMENT
the ongoing change in the supply chain and make sure companies are ready ;
2 . Consigning communication - Large products like cars is easy because owners are named , but most manufacturers do not know who their customers are . It is therefore hard to identify who the customers with the affected products are . ExpertSOLUTIONS quickly amass all that data and identify a list of consumers to reach out to . Then it reaches out to media platforms .
3 . Notification - Once a company has identified its customers and captured the information , it puts contact centres in place and then sends out notifications- normally a one page leaflet explaining what to do . It sends them out in-house , email & text notification .
4 . Response management - Once a notification is sent out you have to capture responses . Microsites are set up and the dealers get help too ;
5 . Product processing - The product , in most cases , has to be returned back and disposed of . ExpertSOLUTIONS has its own product return facilities in Liverpool for example .
CASE STUDY MERCEDES-BENZ
Approximately 252,000 Mercedes C300 , C350 and C36 AMG models had to be recalled in May due to faulty trail lamp connectors . Oxidation can cause dimming or complete failure of the tail lamps , causing obvious safety issues .
6 . Remedy management - Consumers would be concerned if they have purchased an ineffective product and will ask questions such as- Am I going to get a replacement product ? Am I going to be reimbursed ? Product recall experts help with that too by sending out vouchers and so on .
7 . Resolution - Whether a product gets recycled , disposed or repaired the customer needs to send it back in an overwhelming amount of cases so product recall companies have their own recycling and disposal facilities in place .
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