Solution for Swift Return of Irregular Products Cases and Achievements
(Manufacturer and seller of energy-related and other industrial materials and parts, electric appliances, and consumer products)
Product Return, with the Company’s Pride at Stake, for Recovery of Trust from Large-volume Customers
A accident occurred with a product of Company B. The company tried to establish a system to inspect and repair the product right away, but it would be time-consuming and costly to set up a dedicated call center and put a dedicated system in place. Therefore, Company B decided to look for a contractor to which it could entrust the entire set of tasks. After having been torn between pressure and corporate cost management, Company B ended up consulting Sagawa Express just in time for the start of the tasks, and GOAL proposed reverse logistics.
Problem
An accident occurred with a product of Company B. For product recall, inspection, and repair, the company needed to prepare for delivery, establish a management system, and set up a call center within a short period at low cost.
Solution
GOAL recommended its Mandatory/Voluntary Recall Service, which covered all the necessary services a product recall involved, including shipping, physical distribution, management system establishment, call center setup, material preparation, and document creation.
Achievements
About two weeks from obtaining private consent of Company B, GOAL developed a plan, presented it to Company B, established a system to handle the situation, and started the plan successfully on the scheduled date.
A Variety of Effective Services and Speedy Response Settled the Situation
GOAL prepared for a comprehensive service plan in place and successfully started operating it on the scheduled date, which was about two weeks from obtaining private consent of Company B. The service consisted of a written announcement to the customers; delivery; physical distribution; a management system to schedule deliveries and track the delivery status; call center operation; and packing material fabrication. Close collaboration between the call center and the delivery staff showed the true value of Sagawa Express as a shipping company. Our quick response to irregular situations is highly appreciated.
Voice of the Client
Scheme Established in a Short Period
If our company had decided to set up a call center and a management system by ourselves, two weeks would not be enough for us to get them ready to operate. Even in the start-up phase, there were more things to consider than we had expected. Sagawa Express’s know-how enables us to give shape to them. Many issues came up, but GOAL set priorities in the right way and did things according to priority, which led to the early start-up.
Related Solutions
We collect your returned and recalled goods that are sent from scattered locations across Japan using the unique code that identifies you. We offer you a delivery format that meets your needs by providing additional services, such as categorizing the returned goods by the reason of return, and streamlining your return operation by having you use our collection request service.
This system solves the issues that arise during the collection of returned products and simultaneous delivery and collection, and helps you create an efficient workflow. It can optimize your entire physical distribution operation. You can easily create a registration page according to the details of your operation and handle all transportations; the collection of returned products only, simultaneous collection and delivery, or the delivery of products only. You can check everything on the same website, from registrations to transportation and refunds, helping you respond to customers and share information smoothly.
Call centers are essential for emergency response to mandatory and voluntary product recalls. We help you set one up the day after you contact us at the earliest. Having achieved instructor-level qualification on the Moshi Moshi Test, a telephone response skill test certified by the Japan Telecom Users Association, we also provide support for setting up a new call center and educating the agents. The call centers we set up offer unique services in conjunction with our transportation network.
We help you with mandatory and voluntary product recalls. In the unlikely event that the products you have distributed in the market are defective, we will help you promptly collect them and manage the crisis. If products that need replacement or repair cannot be returned, our expert staff will visit where the products are to replace or repair them on site. When implementing this, we will promote prompt policymaking, preparations, and the steady recall of the products. We will handle everything, from issuing notices to receiving calls, collecting the products, and providing after-sales service.
