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Mark Taylor

KJR NetLinks, Inc.
Return Mgt Software

Contact Information:

300 March Road, Suite 502
Kanata, ON K2K2E2
Canada
T: (613)830-8488
www.frontlines247.com

Years in Business:

 

7

Clients I'm Seeking:

 

Looking for manufacturing companies looking to upgrade either / or both their support or return management systems to improve efficiency, increase client satisfaction and save money.

About My Business:

 

Below are the top 10 Return on Investment (ROI) reasons which may help with any internal cost justification issues for FrontLines (See www.frontlines247.com): 1) Call Volumes and satisfaction levels: We have FrontLines clients who have reduced their call and email volumes by more than 90% after introducing our solution. Each call handled by their organizations has represented a $10 to $400 per call / email investment. A hundred call / email reduction a month represents a minimum savings of $12,000 / year. MORE IMPORTANTLY, in conjunction with the reduction of calls / emails our clients are enjoying large increases in their customer satisfaction levels. 2) Service Time Reduction: Service times have been reduced with our solution and we have clients who have indicated servicing times cut by more than half. Again, and most significantly, these service time reductions have been coupled with increased levels of customer satisfaction. 3) Throughput increases: Our clients who collect post sale service fees have indicated both increased and more efficient post sale servicing throughput from utilizing our solution. One recent client had throughput increase by 25% which they accredited to our solution. The increased throughput, in their case, represented an almost $2 million improvement in fees and was accomplished WITHOUT ANY INCREASE IN SUPPORT COSTS. 4) Communication Improvement: The various people, who need to be notified at any particular stage of the return process, can be kept informed, automatically, with no additional strain on the service team. Again the result of improved communications has been higher levels of satisfaction by both customers and the internal support teams of our clientele. 5) Elimination of costly mistakes: Because of the processing limitations of existing return handling systems, return handling support teams have had difficultly in controlling and managing many special requirements return issues. Failure in this area has resulted in inappropriately expensive solutions being provided or even customer loss. FrontLines is configurable to meet your return handling special requirements and is easily adjusted to meet many future needs without costly customizations. 6) Improved RMA Tracking: Within FrontLines tracking is centralized and many tracking issues, which in the past, may have taken hours, and involved multiple departments to resolve, are now being handled within seconds. 7) Improved Reporting: Reports, which prior to FrontLines, may have taken hours or days to create, can be created within minutes. From our client base reporting has been one of the key factors with regards to increasing job satisfaction within the service department. The term used frequently by service teams to describe their satisfaction with reporting is 'empowering'. The building of satisfied service departments is another reason for the increases in customer satisfaction our solution delivers. 8) Meeting Sarbanes-Oxley and ISO requirements: The meeting of both legal and professional requirements are easily configured within FrontLines without the requirement of costly customizations. 9) Elimination of roadblocks: Within all return handling organizations there are issues which crop up which slow or halt the return process. These issues can be costly to resolve. They can range from; returned items getting stuck at customs, special handling requirements, an advanced replacement necessity, additional post service information requests, or many others. FrontLines has been working with return handling organizations over the last 4 years to ensure the effective and efficient elimination of these roadblocks within return processes. 10) Reduced paper cost: Our clients have eliminated the business forms they used in RMA processing. In some cases this has represented $1,000s per year in savings. FrontLines is feature rich and has been developed over the past 6 years with constant feedback from our clients who manage returns every day. Our clients have realized it was far too risky and time consuming to attempt to develop a returns management and online support solution themselves, or have a consulting firm or vendor substantially develop a custom solution for them. Frontlines unique foundation of configurability enables us to provide a solution that quickly and cost effectively meets your process requirements, as well as, having the ease in adaptability to meet future changes when they become necessary (without the need for custom programming experience).

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