When purchasing high-value goods such as smartphones and laptops, or specialized equipment like professional printers or measuring devices, efficient and effective after-sales service is a key factor considered by customers. This is essential, for example, for repairs of purchased equipment. Equipment bought by customers from all over Europe is sent to centralized repair centers located in specific countries. After repair, it is shipped back to them. The challenge for a company is to efficiently coordinate the entire process. DHL Express’s answer to this demand is the dedicated logistics solution DHL COLLECT&RETURN.
DHL COLLECT&RETURN manages the entire transport cycle, starting from the collection of damaged or defective goods, through transport (international, depending on the location) to the designated repair site, and finally their return to the end consumer. An integral part of this solution is specialized reusable packaging designed for transporting laptops and smaller handheld items, such as GPS devices. The solution is based on a web application developed by DHL specialists – the Express Logistics Platform (ELP). It is made available to all participants in the process. Call center consultants, thanks to access to the ELP, can arrange the terms for ordering a courier and collecting the claimed equipment. Repair center staff can plan the flow of goods. DHL Express employees, having access to manage the courier service process, prepare the documentation necessary for returning the repaired equipment to the end customer. Goods can be tracked at all stages of the process using an RMA number assigned at the time of ordering the courier. In the event of a change in the repair center address or verification of the type of device being sent, it is possible for the ordering party to verify the order from the ELP platform level. The development of the DHL COLLECT&RETURN solution was actively supported by leaders in the high-tech industry. For companies in this sector, it was particularly important to find a solution that would allow for shortening the waiting time for customers across Europe for repair and service.
– Panasonic always strives to offer its customers the best service. Thanks to DHL COLLECT&RETURN, we can provide our European customers with short waiting times for repairs and world-class service within the agreed service framework. Thanks to a trusted logistics expert like DHL, we can be sure that our customers’ equipment will reach us safely and, most importantly, on time – said Gerhard Haeberlein, Director Customer Support and Service at Panasonic Computer Products Europe.
– DHL COLLECT&RETURN is a solution for high-tech companies in the new technology sector that provide their customers with European-wide after-sales service. Various transit time options provide even greater flexibility, and the user-friendly platform offers a clear and consistent shipment tracking process. Customers value our ability to connect many elements of the supply chain, located in many places in different countries, into a whole – said John Pearson, CEO of DHL Express Europe.
Currently, DHL COLLECT&RETURN is available in 12 European countries (UK, France, Spain, Germany, Netherlands, Belgium, Luxembourg, Czech Republic, Hungary, Sweden, Finland, Italy). By the end of 2011, it is planned to expand the reach of the solution to other countries, including Poland.