The aftermarket has long been only a second thought within the marketing and sales process. Only recently, more and more original equipment manufacturers (OEMs) have realized the strategic importance of reverse logistics as a competitive advantage.

In 2016, a major OEM started to work closely with WebToGo in order to recapture profit and improve customer experience within the whole repair process.

The continued success in this sector demands for innovative approaches for the after-sales process with the focus not only on cost savings, but also on customer satisfaction and reduction of “No Fault Found.”

With WebToGo’s reverse logistics solution the OEM now has a fully integrated system to manage the after-sales customer support process with an on-device application and a smart agent dashboard. The app includes full diagnostics with automated tests on software, battery, network and hardware components to isolate issues. One of the first things within the repair process is the provided warranty check for the device. Additionally, the solution allows managing device return and checking the repair status throughout the process. The customer can also search for information on the provided knowledge base or directly contact customer support through call, live chat, callback or find nearby stores.

In addition, for the customer support Helpdesk, WebToGo’s Agent Dashboard provides full access to all test results performed by the customer and specific device characteristics. The backend is integrated with the logistics service provider and enables agents to monitor the complete test history and repair process. The OEM realized the need of automation and optimization across all aspects of their reverse logistics that involve customer touch points.

The app was successfully launched in November 2016 and is now available in the App store.