Home Visits for Product Installation and On-site Replacement of Defective Parts Cases and Achievements
(Manufacturer and seller)
Looking for a Contractor for On-site Repair
An unexpected situation came up, and Company A asked GOAL for advice, not knowing what to do and how to do it. GOAL predicted a possible flow of operations based on how the team had handled similar cases. Then, GOAL proposed home visits for product repair and on-site replacement of defective parts. Moreover, the costs were minimized by the use of the Sagawa Express Group’s integrated logistics.
Problem
A product of Company A suddenly turned out to have a failure. The company had great trouble, not knowing how to inform its users of the failure or how to recall the product.
Solution
Product recalls occur unexpectedly, and require immediate response and put pressure on corporate profits. Therefore, GOAL utilized its original system and proposed operations that were at the lowest cost possible.
Achievements
GOAL found out that home visits for repair would be more cost-effective than replacements or refunds. As a result, Company A was able to recall the product at the lowest cost possible.
One-stop Support and On-site Assistance on the Day, Even at a Short Notice
Before asking GOAL for advice, Company A used to spend much expense on response to defective products. In the event of a defective product, even if a failure is limited to a single part of the product, the company recalled the whole product, replaced the part, and then shipped the product back. GOAL combined the Sagawa Express Group’s solutions and helped Company A with home visits for repair and on-site replacement of defective parts, thus significantly reducing product recall costs.
Voice of the Client
GOAL Solved Many of Our Issues All at Once
GOAL provided us with a wide range of product recall solutions through a single contact point, including a call center, a product return system, and on-site work. Although the recall was unexpected to us and caused us irregular tasks, we were able to focus on our core business because of the assistance from GOAL. We appreciate the one-stop support.
Related Solutions
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.
