Reverse logistics and customer service have many faces

Reverse logistics operations may include many different functions.

For example:

• Product returns and recalls
• Help desk inquiries and resolution
• Order fulfillment
• Product exchange programs
• Product repair and replacement
• Call center coordination
• Customer service

Every organization is involved with customer service

Whether it is a consumer products company processing repairs, returns and exchanges, a software company tracking program change requests or a university tracking admission applications, virtually every organization has a customer service requirement.

Reverse logistics processing needs to be managed real-time

Customer service issues are extremely time-sensitive - customers want their problem solved now! Effective customer service operations track processing on a real-time basis - hour-by-hour, even minute-by-minute.

Operations often span multiple locations - call centers, repair and return centers and fulfillment centers may be in different locations. However, every location needs up-to-the-minute information.

Effective customer service has to be managed

Service processing allows you to interact directly with a customer - often the only direct contact that you will have. Customers are demanding and, in many cases, have already had a bad experience with another company's service. This gives you a wonderful opportunity to build a relationship with your customer and showcase your company.

In order to provide effective customer service on a consistent basis, an organization needs to track performance and measure that performance against key performance indicators (KPI's).

These KPI's may include such things as:

• Number of requests
• Type of problems
• Types of resolution
• Time to resolve
• Customer service representative performance

Return and repair data is a valuable asset

The returns and repairs from customers are also a valuable source of information. When properly tracked, data can be captured about product defects (i.e. symptom, problem, resolution, parts used) and analyzed on a real-time basis.

This analysis can trigger remedial responses, manufacturing process improvements and identify quality improvements. Even something as simple as a high percentage of "no problem found" (NPF) items may indicate a need for better interfaces on a product or improvement in the manuals!