Some preventive methods for reverse logistics cost and creating profit via after sales-value added services

1. Logistics and
Aftermarket
Services to
Guarantee
Customer Retention
and Improve Your
Bottom Line
Why? What? How? Who?
Coskun Soyer

2. Why? What? How? Who?
Competitive Challenges
Sponsor
Excetuives
Project
Supervisor
Project Office
Quality
Assurance
Project Leaders
Subject matter
Experts
Extended Teams
The Best Approach
Components
Benefits
Visionary Trainings
Studios
Coaching Sessions
Executive Forum

3. 3
profit
after sales
cost
Service / After Sales only cost
creators
or
is it possible that creating of
some profitable after sales
services within customer
friendly solutions?
Why?

4. One important
reason on cost
side; returns
“Why customers
return
products?”
4
cost
returns
satisfaction
user capability
broken devices
Malfunction

5. What?
to
prevent/
decrease
returns
can
we do
& create
income?

6. SDA
PRODUCTS
IT &
GSM
PRODUCTS
Different
solutions
for
product
groups;
Trade
Back
Ready
To Use

7. ready
to use
IT &
GSM
PRODUCTS

8. Main return reason
for these product
groups is the lack
of information
about the product.
IT &
GSM
PRODUCTS
Survey Results:
70% of returns are
because of
installation
problems

9. basic installation
detailed installation
value added products
anti virus
screen protection
kits
e-mail activation
internet security
navigation softwares
data recovery
…
WHAT DO THEY NEED?

10. • They want to buy products
which is ready for all these
combination, apps, software,
protection, etc
• They don’t want to consume
time for these specs, just
demand plug in solution
• Majority of customers are
not geak
WHAT DO THEY WANT?

11. Workflow
All services are fulfilled with professional view
and professional technicians

12. benefits :
•Income from value
added product fee
•Convincing
customers on “value
of service” criteria
•return from product
which is sold as
ready to use is very
limited”

13. trade
back
SDA
PRODUCTS

14. HIGHEST RETURN RATIO
• high competition
among suppliers
• price effects
• etc.
beside of cost
effects to company,
effects on customer
services and
logistic
departments with
more work load
SDA
PRODUCTS

15. Customers who buy a SDA product
“always keep the idea of return
in any dissatisfaction issue
with product”
Therefore if we make returns
easier than they expected, we
convince the customer.
Solution is ; selling of “return
right” to customer during the
buying process of SDA products
with a “return right” or “trade
back” certification.
This certificate give right to
customer for returning of
product in one year with
definite amount of money with
respect to invoice amount.
trade
back

16. OR#
Customer)refuses) Customer)accepts)
Customer
representative
offer trade back
product
SDA product
sales from
stores
Workflow
One year trade back
warranty with
definite return
option

17. benefits :
•Income from
certificate fee
•Definite decrease on
returns especially
among customer who
refuse to buy “trade
back certificate”
•Re sell effect with
using of gift cards
•encouraging store
staff for using
returns as new
income method.

18. How?
to make it
happen.

19. do’s :
•store trainings
•designing of product
with store support
“commity like store
council”
•Always show income
effect to convince
non supporters
•Never say “as a
decision of HQ”
•Tracking of stores
(reports-store
competitions)
shouldn't start with
beginning of project
dont’s :

20. Finally what we have;
There are two important outcome within
reducing of returns
New income for stores
Customer satisfaction
20

21. Who?
in the
organisation to
achieve success
is
critical

22. Sponsor
Executives Project Supervisor
Project Office Quality Assurance
Project Leaders Subject matter Experts
Extended Teams
W
e
Are
The
Cham
pions

23. After-sales
Strategies
Coskun Soyer
coskun_soyer@yahoo.com.tr