Site Visit: OnProcess Technology

by RLA Contributor

Reverse Logistics Magazine, Jan/Feb 2008

Gailen Vick, President, Reverse Logistics Association recently met with OnProcess executives at their headquarters in Ashland, Massachusetts, outside of Boston. OnProcess CEO and founder Ed Barry; William Kenney, Executive Vice President, Business Development; and Dan Gettens, Vice President, Managed Services provided the history of the company and also shared the expansion plans—that included opening the second OnProcess office in Fall River, Massachusetts.

The idea for OnProcess began in 1998 when the company accepted the challenge of building a more efficient reverse logistics management system for a Fortune 500 client. Today, OnProcess Technology conducts business in six languages for multi-nationals in the Americas, Europe and Asia. Directed by an experienced management team, OnProcess has helped clients like Dell, HP, AT&T, Cisco, Juniper Networks, T-Mobile, AT&T, NetApp, Philips, Comcast and DIRECTV.

Since that first effort, OnProcess has pioneered the development of outsourced reverse logistics programs using advanced methods and technologies that can be customized to meet the specific performance goals of its clients. The company's clients span diverse industries and include telecommunications equipment, business and consumer electronics, wireless services and medical products.

In line with their continued pioneering theme, is the introduction of OnProcess' most recent service offering, RL360SM. This is an asset retrieval service used by companies' to improve their product recovery rate. It is helping companies get products returned more rapidly with fewer customer issues.

Using RL360^SM, OnProcess Technology helps companies by reducing service inventory and increasing the velocity of inventory returns, all the while building customer satisfaction and retention. OnProcess Technology has specialized program expertise in Advanced Exchange Inventory Recovery, Sales Demo and Evaluation Inventory Management, End of Life Cycle Inventory Recovery, Product Upgrades and Trade In Management, Product Recalls and Logistics.

Gailen also previewed OnProcess' latest offering, CE360^SM—that provides clients a 360 degree view of the customer experience. Gailen stated, "OnProcess should be credited for proactively anticipating client needs with a unique, practical approach to managing the customer experience." Clients can use CE360^SM to increase customers' understanding of current solutions or to help customers understand their eligibility to upgrade to the newest offerings. This supports companies' objectives to create a more positive customer experience, increase use of product, and strengthen loyalty to their brand.

Both RL360^SM and CE360^SM support client objectives in three areas:

• To gain visibility into the customer experience
• To positively manage that customer experience—that is, to take a potentially negative customer experience and turn it into a positive one
• To generate measurable, predictable, sustainable profit improvements

During the tour that followed, Gailen observed OnProcess Service Representatives fielding questions and talking customers through the returns process in the local language of the customer. He listened in on representatives assisting customers through product installation, resolution of service problems and questions about product use and features. Galien also observed representatives demonstrating the latest features of the clients' products to their customers in the US, EMEA and Asia Pacific region.

Visit www.onprocess.com for more information on OnProcess Technology, CE360^SM, and RL360^SM .