What are the core capabilities of Realtime Results Product Recall Team?
Our product recall team is capable of handling all of the needs for corrective action programs. Our team has managed recalls for more than 15 years and is experienced in managing recalls for manufacturers with products governed by FDA, CPSC, NHTSA, USCG, CSA, & Health Canada. In addition to our product recall services, we offer software solutions to assist companies with order processing and tracking. Our broad suite of services includes:
- Recall planning and management,
- Notice creation and direct mail support,
- Call center and IVR support,
- Consumer registration website development and management,
- Funds management including refund processing,
- Product collection and verification along with disposal of affected products,
- Fulfillment of replacement products,
- Reporting for government agencies,
- Escalation support,
- Process tracking, and
- Complaint investigation.
What types of product recalls does Realtime handle?
Our specialty is consumer product recalls, and we have handled a recalls on a wide variety of products including:
- Children’s toys,
- Small and large appliances,
- Medical devices,
- Automotive parts,
- Marine, and
- Food and beverages products.
How much experience does Realtime Results have managing product recalls?
Realtime Results management has been managing product recalls for manufacturers of all sizes for more than 15 years. Combined, our team has more than 100 years of product recall expertise. We’ve managed recalls across many different product types such as consumer goods, automotive products, food and beverage products and medical devices. Our work spans the entire lifecycle of a product recall including software updates, product retrofits, product replacements, product retrieval, and product destruction.
Does Realtime Results have experience with non-product replacement recalls?
We have managed a variety of recalls where a replacement product was either not available or not appropriate for the situation. In these situations, we’ve applied different approaches including issuing coupons, providing online store credit, or issuing refund checks.
What types of roles can Realtime Results fill within a product recall team?
Our experienced staff can manage an entire project, or we can serve in key roles for our clients. Typical roles for a Realtime engagement include:
- Project management: We can serve as the central point of contact for all members of the team and coordinate daily communication.
- Fulfillment management: We have expertise in facilitating the sending and receiving of products.
- Call center management. We can operate and manage all aspects of your contact strategy.
- Subject matter expertise. We can spin up resources to serve as the internal escalation point for customer issues.
- Programming and development. Our in-house technical team can set up databases, registration websites, and other integration points as needed.
How does Realtime Results work to ensure that projects stay on budget and on time?
Our experience allows us to very effectively estimate costs and timelines at the outset of a project. All budgets and timelines are agreed to in advance, and our senior management team as well as our project team work to ensure that budgets are maintained and that timelines are met. We proactively communicate project status, and no work is undertaken without upfront review and approval from our clients.
What types of quality assurance processes does Realtime Results undertake?
Quality assurance is a key element of our process. We have a dedicated Quality Assurance team within our call center operations that includes an analyst and several coordinators. The analyst is responsible for organizing all data so it’s in a ready to use format and shares performance reports. The coordinators are responsible for the actual audits to identify potential errors and recording any issues in the Quality Assurance database system.
Quality coordinators also monitor calls in order to provide an unbiased source of coaching and feedback for reps beyond the coaching of their immediate supervisors. Call monitoring also allows for call scoring in order to rank and rate performance, manage to key performance indicators (KPIs) and to facilitate performance-based initiatives.
How quickly can you have resources ready to manage a recall?
Depending on the requirements, we can have resources available as quickly as 72 hours.
How do you document and ensure the correct product is returned by a consumer?
As part of our process, we assign each affected customer with a unique id number. When they register with us for the recall, we collect the relevant product information, such as Model Number, Serial Number, and Date Code, and it is logged on their record. When the affected product is received, the Model Number, Serial Number and Date code is verified with the data collected from the customer during the registration process. If any of the data does not match, it is held for further review and the customer is contacted to ensure the correct product is returned. When a replacement product is sent to the customer, the Model Number, Serial Number and date code are logged to the customer’s record.
How does Realtime share information and data related to the progress of the recall?
We provide custom reports for each of our clients. These reports range from basic statistical reports all the way up to detailed database extracts with details for each customer. We can provide these reports via e-mail or secure FTP.
How do you ensure data security, and that only the proper people have access to data ?
Our technical team manage fully redundant systems and have well-documented processes and systems for data management, retention and security. Each of our systems are configured to ensure employees are only able to see the information that is relevant to their duties. We do not allow outside access to our databases. In instances where our clients request or require detailed information on all of the customer interactions, we can provide daily data extracts into an agreed upon format and provide the files through a secure FTP site.
What are your capabilities for warehousing of products and / or parts?
We have facilities to provide full-service warehousing, processing, storage and disposal services for products as well as warehousing and shipping of replacement products.
What systems/technology do you have for call centers and what ability to transfer calls to our customer support staff when a call is unrelated to recall?
Our call center uses industry-standard workforce management scheduling and our proprietary recall software applications as the core platform for our operations. Our voice technology allows us to fully manage all customer calls, establish hot or cold swap call transfers along with full IVR, live operator and call recording functionality.
How much of the recall process do you manage?
The amount of the process we manage is dictated by the needs of our clients. We are capable of managing up to 100% of the recall process, or we can fill needed roles within a client’s recall team.
What capabilities does Realtime have for generating and mailing recall notifications to customer?
We have a full suite of tools for creating and producing recall notifications. For most of our clients, we create and distribute complete consumer notification kits. Depending on the needs of the program, we can send kits using traceable shipping methods. Follow-up can be managed via additional mailing notices or via outbound telephone calls to non-responding customers to ensure receipt and retrieval of the product.
Does Realtime Results process and manage customer database lists for their clients?
Yes, our in-house technical team has full database management capabilities. All lists we receive are reviewed for formatting and corrected as they are received. For notices being sent through USPS, the lists are processed through the National Change of Address (NCOA) database to update the addresses to help ensure delivery of the notice.
How flexible is your process? For example, is it possible to use all your services for one recall and only have you handle an individual aspect such as sending out mailers for another recall?
We are very flexible and have the capacity to handle as much or as little of the recall process as our clients require. We can provide any of our services individually for our clients.
Do you provide dedicated resources for recalls such as Customer Support, Quality, In-field Service/Repair?
We typically offer shared support resources for our product recall clients. This allows us to help keep costs low. However, depending on the scale of the recall or the needs of our clients we can provide dedicated resources.