Eminent Leaders in Supply Chain Services-profiles

OnProcess Technology

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OnProcess Technology: Supply Chain Transformation

OnProcess Technology is a managed services company that focuses on business process improvement for global service and supply chain companies. By discovering hidden expenses and streamlining the service delivery lifecycle, OnProcess improves business outcomes.

The company has been helping many of the world’s greatest brands effectively scale operations, grow revenue, decrease capital and operational expenses, and offer outstanding customer experiences since its start in 1998, when it pioneered post-sale optimization services.

OnProcess has become the service transformation partner of choice for leading companies such as Comcast, Philips, Cisco, Verizon, and AT&T due to its domain expertise and the unique way it has embedded predictive, actionable analytics into automated decision tree processes to drive high-impact outcomes. OnProcess offers services in 23 languages and works out of four locations across the world, including its headquarters in Massachusetts and offices in Maine, India, and Bulgaria.

Intelligently Powered, Analytics-Driven Services

Because they lack end-to-end visibility and accurate insights into upstream sources of inefficiencies, customer discontent, and revenue leakage, most firms are unable to make significant improvements in their service delivery lifecycle.

All of OnProcess’ services are underpinned by its proprietary applications OPTvisionSM and OPTiQSM. OPTvision, an actionable control tower, provides real-time visibility into a full perspective of the service delivery ecosystem, allowing intelligent insights to be identified and hidden costs and process breaks to be resolved. Embedded analytics and automated decision-tree business rules in OPTvision produce targeted outcomes that provide OnProcess’ clients with the best profits. OnProcess’ powerful analytics engine, OPTiQ, powers OPTvision.

OnProcess’s services include:

• IntelliForce : The company’s newest innovation is the industry’s only on-demand digital marketplace for field service management. IntelliForce features a dynamic variable labor model that is powered by OPTiQ and sourced from OnProcess’s select network of authorized service partners. Clients benefit from 100% field productivity, reduced costs and improved customer experiences.

• Reverse Logistics: OnProcess intelligently expedites the return of assets from the field or customer, and the movement of defective parts through the repair channel and into inventory, ultimately reducing the need for costly new buys.

• Service Fulfillment: The company manages the dispatch of parts and technicians to optimize service networks and inventory, and rapidly close out service events, meet SLAs, and improve customer satisfaction ratings. OnProcess assures the right technician and right part get to the right place at the right time.

• Revenue Enablement: OnProcess resolves sales order process breakage, speeds time to revenue recognition, drives service/account activation, and provides customer education in order to minimize remorse returns and increase cross selling.

• Triage/Customer Support: improves the customer experience at every point of interaction, expediting problem solving with more first-contact resolutions, saving higher-value tech support resources for escalations, and reducing costly, avoidable truck rolls.

• Warranty & Fraud Management: company also manages the entire warranty process, from product registration, repair order diagnosis, and claims processing, with a special emphasis on fraud prevention, through investigation and loss recovery.

Surprisingly Strong ROI

Companies are typically unaware of the huge cost savings and revenue enhancements that can be obtained by improving the post-sale supply chain, according to OnProcess, because they have been focusing on the forward supply chain.

They are also typically unaware of the hidden complexities and challenges that exist in their own post-sale supply chains, as well as the extent to which these issues are affecting their operations. Businesses save millions of dollars annually by partnering with OnProcess to digitally transform and optimise their post-sales services. They also boost revenue and profitability, drastically improve end-customer satisfaction, and streamline and expedite the processes that underpin their services.

For example, working with OnProcess helped a U.S. cable operator raise its Net Promoter Score by 250 percent while lowering churn, resulting in more than $12 million in subscriber income saved. Elekta, a medical device firm, also unified its previously disjointed spare parts order administration so that it could easily meet SLAs for parts delivery and maintenance. They expect to save approximately $14 million over the next three years by increasing field return rates and ensuring proper inventory levels.

Investing in the Future

OnProcess will continue to invest in new capabilities, advanced technology, and creative services in the next years. This will allow the company to speed up its clients’ digital transformations and extract even more value from their post-sale supply chains.

An Experienced Leader

In 2015, Mike Wooden became the CEO of OnProcess. For more than two decades, he has been leading, growing, and building multinational corporations and start-up firms. Mike believed OnProcess had all the components to be a superstar in a global post-sales services market ripe with opportunity from the beginning.

He recognised that the success of a corporation is determined as much by what happens after a product is sold as it is by the sale itself; that how effectively and wisely organisations manage the post-sale supply chain has a significant impact on their top and bottom lines.

Even Nevertheless, until recently, the forward supply chain, or the process of having items manufactured, had received more attention. However, as companies look for new methods to improve their operations and boost their competitiveness, the post-sale supply chain has a lot of promise because the chances for improvement are broad and relatively untapped. OnProcess has a lot of room for growth because most firms don’t have the expertise to fully optimise it on their own.


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