- AFFINA Client Since:
- 1998
- Transaction Types:
- B2C and B2B
- Client Industry:
- Consumer Products
- Services Provided:
- Inbound Customer Service, E-mail, Literature Fulfillment, Recall Processing, Technical Support, and Warranty Registration
For this worldwide consumer products company, AFFINA manages multi-channel customer interactions for its power tools brands. In addition, AFFINA manages the fulfillment of hundreds of product owner’s manuals and converts hard-copy owners’ manuals to electronic files, which are then distributed to customers electronically.
In February 2003, the company issued a recall notice to its customers who registered their purchase of one of four products. A health and safety recall, the client and AFFINA knew that managing the recall quickly and with quality would ultimately reduce the client’s corporate risk. The client notified customers by mail, issued a media announcement, and posted information on their Web site. In addition, our client asked our CSRs to inform inbound callers about the recall.
Although the client anticipated the recall announcement to generate only 100 additional calls per day, the actual increase in call volume was more than 1,000 calls per day. AFFINA quickly added 34 CSRs to the program, posted special scripting, and began mailing pre-paid UPS ARS labels to customers. AFFINA also designed and implemented an online recall database that the client’s managers, warehouse personnel, and AFFINA CSRs used to effectively handle the recall event. During an inbound call, the AFFINA CSR entered customer information into the database. Upon receiving the customer’s product return, our client’s warehouse personnel updated the customer’s record by adding the UPS tracking number for the product replacement. When customers called back to inquire about the delivery of the replacement product, our CSRs accessed the database and provided UPS tracking information. From this database, our client was able to report compliance to the Consumer Product Safety Board.