The tool acts as a control tower for triage, service-fulfillment and reverse-logistics services. According to OnProcess, it combines real-time, end-to-end visibility with micro-analytics-driven alerts that continually run in the background. The platform alerts the account team when a repeat case is created, and when a high-severity customer issue enters the support queue. It also alerts when services orders are created for customers who have a low propensity to return, and have had multiple deliveries within a short period. It flags at-risk service orders, identifies root causes, tracks critical parts and their position in the supply chain, and triggers actions when a field engineer holds more than a certain number of parts, a situation that could indicate propensity for fraud or negligence in returning parts.

Read Full Article