Yamato Group Solutions

Speeding Up the Product Repair and Recall Process Maintenance and Product Recall Solutions

Comprehensive Client Support Starting with Product Pick-Up

The Yamato Group currently offers corporate clients the Maintenance Support Service in which it goes to the home of the consumer to pick up a malfunctioning home appliance or information technology device and then delivers the repaired product back to the consumer. Utilizing this service, the consumer can receive the repaired product in as quickly as 3 days, which significantly enhances a company's customer satisfaction levels. The Yamato Group also offers support services for the repair process when necessary. In addition, when instituting a mandatory or voluntary recall, both of which are on the rise recently, the Yamato Group provides companies with a full range of support services, from recall announcements to production collection, on top of offering product pick up-and delivery using its TA-Q-BIN delivery service. (Reporting and editing by Nikkei BP Consulting Inc.)
Chapter-01.

As Quick as 3 Days from Repair Order to Delivery Completion Shortening the Lead Time of Product Repairs as a Means to Enhance Customer Satisfaction

Photo
Terumi Nagata
General Manager
Maintenance Solution Division
YAMATO MULTI-MAINTENANCE SOLUTIONS CO., LTD.

Generally in Japan, a consumer will bring a home appliance or information technology device that has broken down into the distributor where it was purchased from for repair. In this case, the distributor must go to pick up the product after it is repaired and normally does not know how long it will take to repair the product when the request is processed. This has meant that it can take upwards of one to two weeks to repair and return the product to the consumer. Recently, the growing number of consumers who value after-sales support services has led to an increase in the number of companies that are seeking to reduce product repair lead times in order to enhance customer satisfaction.

In responding to these needs, the Yamato Group began offering the Maintenance Support Service, which leverages its TA-Q-BIN delivery network, from October 2008. When a home appliance or information technology device breaks down, information from a consumer repair request made directly to the manufacturer is transmitted from the manufacturer to the Yamato Group. This is in turn relayed to a TA-Q-BIN sales driver (SD) who can pick up the product from the home of the consumer in as quickly as the same day the request was made.

After the manufacturer completes the repair, the product is then returned to the consumer using Yamato Transport's TA-Q-BIN delivery service, which means it can be returned in as little as 3 days from the day of the repair request.

Yamato Multi-Maintenance Solutions (YMM) plays a central role in the provision of this service. Terumi Nagata, General Manager of the Maintenance Solution Division of YMM explains, "This solution significantly reduces the time it takes to file the repair request and return the repaired product and eliminates the hassle of having to go into the distributor's store to drop off and pick up the product. As such, this solution is capable of greatly improving customer satisfaction levels. Like Yamato Transport's TA-Q-BIN delivery service, the consumer can designate a delivery time and receive email notifications. Moreover, information can be managed centrally using the TA-Q-BIN delivery service's tracking system, which makes it much easier to address inquiries regarding the status of the repair."

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<Maintenance and Product Recall Solutions> Speeding Up the Product Repair and Recall Process

  • Chapter-01. As Quick as 3 Days from Repair Order to Delivery Completion
  • Chapter-02. Doubling
  • Chapter-03. Collecting Recalled Products using TA-Q-BIN Delivery Service
  • Chapter-04. Responding to Widely Different Situations for Each Recall Product
  • Chapter-05. Also Undertaking Collections Reception, Notifications Support, and Repair Operations
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About the Yamato Group

The Yamato Group includes the following companies: Yamato Transport Co., Ltd., which has developed an express delivery network nationwide; Yamato System Development Co., Ltd., which develops and operates diverse IT solutions including data centers; Yamato Home Convenience Co., Ltd., which transports and sets up consumer electronics, household goods, and machinery that cannot be transported via express delivery; Yamato Logistics Co., Ltd., which specializes in domestic and overseas logistics outsourcing; Yamato Financial Co., Ltd., which provides settlement services; and others. These companies pool their talents, which encompass "information, logistics, and settlement", to provide optimal solutions from a comprehensive perspective to the problems of client companies.

Click here for an overview of Yamato Group's operations　About Yamato Holdings Co., Ltd.