When a product is recalled, it has a direct impact on customer satisfaction. That’s what makes it so vital for manufacturers to manage the recall process as effectively as possible. Organizations need clear and timely communication with all stakeholders, including regulatory agencies, dealers or retailers, customers and internal business functions.
The challenge is to manage recalls quickly and efficiently while also maintaining the highest degree of customer satisfaction. But if your existing product recall approaches are not sufficient, the result will be process disconnects and an incomplete view across the business, as well as with suppliers and external parties.
Pega Recall establishes a single place for tracking and managing the lifecycle of your recall program and compliance program, all while staying focused on providing the best customer experience possible. By linking into your internal systems and data, Pega manages service level agreements (SLAs), escalation, parts planning and real-time analytics, allowing you to make “next-best-action” decisions. Pega defines and configures the exact process you need by integrating every best practice identified by your company.
Pega Recall guides your organization through all aspects of managing a recall, from initial notification, to final disposition and closure. With Pega Recall, manufacturers define and configure the process they need to exactly match company requirements, including automatic notifications to each customer, regulatory agency, dealer and more.
Most importantly, Pega Recall enables you to interact with each and every customer individually. Whether your recall affects 20 customers or 20 million, each customer will be engaged throughout the process, from first contact through closure, ensuring optimal satisfaction.
Pega Recall provides a single approach to tracking and managing each recall case, including SLAs and escalation handling. You can also use Pega Recall to capture pre-recall events, perform analysis, and apply advanced analytics to enable greater insights.
Pega Recall will run your campaign – linking into the IT ecosystem to tap existing information and updating central system data, including event information and full audit records. Pega Recall can help managers decide on next best actions to ensure customer satisfaction and increase net promoter scores, while maximizing efficiency, minimizing costs and reducing risk.