Solutions
Product recalls impact thousands of companies every year – putting people and brands at risk. If managed poorly, a recall can have devastating consequences on a company’s reputation, market share, and bottom line. The biggest cost of a recall event is typically the loss of sales and business interruption, both from the recall itself and reputational damage.
From notification, through retrieval, processing, storage, reimbursement, replacement, to disposal of products, we know what it takes to uphold your commitments to customers, supply chain partners, industry and regulators.
Improving or fixing products in the market is no simple matter. If mismanaged, in-market remediation programs become sizeable and expensive.
Effective product remediation programs restore operations to normalcy, strengthen a company’s quality systems to help forestall future crises, and maintain reputations with customers and market share.
Market withdrawals
While the safety and liability risks may be much lower for a market withdrawal than a product recall, the costs and reputational risk can be comparable.
Trusted by the world's leading brands and most relied on businesses, we work in partnership to manage the risks and minimize the impacts of market withdrawals. We are proud to have managed market withdrawals across 60+ countries, in 20+ languages within Technology, Medical, Pharmaceutical, Industrial, Automotive, Retail and Food sectors.
From notification, through retrieval, processing, storage, reimbursement, replacement, to disposal of withdrawn products, we know what it takes to uphold your commitments to customers, supply chain partners, industry and regulators.
In-market remediations
In-market product remediations become necessary any time you need to go into the market to repair, modify, adjust, relabel, inspect, or even destroy a product on-location. Finding and fixing products in-market requires significant time, resources and expertise. These programs are also often inconvenient, confusing, and frustrating for your customers. As a result, they often create uncomfortable, or even adversarial conversations and interactions.
Trusted by the world’s leading brands and most relied on businesses, we work in partnership with manufacturers and supply chain partners across a myriad of industries to improve, correct or keep products functioning in-market and to help maintain customers satisfaction and retention.
Updates, upgrades and warranties
When a product requires an update, upgrade or repair, the interaction will inevitably leave an impression on the customer. Regardless of whether the work is completed under warranty or at some financial cost.
Through routine maintenance and repair of a device or product recalibration or replacement of parts – keeping products functioning in-market and customer’s happy is critically important to for brands ensures both reputation and market share are maintained
We are proud to work in partnership with the world’s leading manufacturers to improve and correct products in-market across a myriad of industries.
Cyber, IOT and data incidents
When a cyber incident is discovered and confirmed, it triggers a number of actions, from regulatory reporting, through forensic investigation, to incident notification and threat mitigation. An effective response to these competing priorities requires significant resources and expertise, particularly when it requires an in-market remediation.
Whether you need support managing your cybersecurity / data breach incident notification or Internet of Things (IoT) product repairs, we understand the risks and sensitivities associated with such situations. IoT smart devices are no longer unique to one industry. As much as they are a ubiquitous part of how we live our lives, they are sensitive to both program corruption and even malicious attacks.
Supply and reverse logistics
Regardless of where a product is in-market, we work with all parties to ensure reverse logistics and supply chain management do not turn into crisis management. Having managed over 5,000 product recalls, we have the experience and track-record of coordinating complex product retrievals across 60+ countries, from distribution centers, service hubs, retail stores and consumers’ homes.
Our reverse logistics and infrastructure support also include data management, regulatory reporting, state-of-the-art security, complete return integrity and the surge capacity to handle the influx of product until the final event close-out.
Storage, recycle and disposal
Ensuring hazardous and non-hazardous products are quickly removed from in-market and compliantly stored, recycled, repurposed or disposed of can be a sizeable and expensive undertaking if not handled effectively. Our methods take place in a controlled environment that accounts for each and every affected product retrieved
We ensure products are disposed of in compliance with local and national laws and offer numerous environmentally conscious recycling and repurposing options. Equally important, we help ensure affected products never makes it back to the supply chain and can provide certified destruction whenever it is required – whether by your company or by regulators.
Customer
It is well known that it is far more expensive to win a new customer than to retain an existing one. Nothing says more about a company’s commitment to its customers than its efforts to uphold promises of safety, quality and service. That’s why companies are often remembered more for how they handle an in-market challenge than for the product issue itself. We are proud to work with the world’s leading brands to uphold their commitments to customers utilizing our multi-lingual customer service, multi-channel communication and data management capabilities.
Supply chain
Global supply chain management is challenging in the best of times, and even more so during a global pandemic. No matter how you look at it, the physical removal and replacement of a product from its point of use to a service location for inspection, modification, adjustment, relabeling, repair or destruction can amount to a logistical nightmare, especially if you lack the resources or means to manage and execute effectively.
The logistical, financial and reputational impact of recalls and other in-market challenges not only affects the Original Equipment Manufacturer (OEM), it can also impact every part of the upstream component and downstream supply chain. We work with all parties to ensure supply chain management does not turn into crisis management.
