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-05.

Also Undertaking Collections Reception, Notifications Support, and Repair Operations The Yamato Group also Provides Call Center Operations on behalf of its Corporate Customers

For example, this includes the receipt of consumer telephone calls to request the collection of a recalled product. In many cases the customer service hotline of a company can be overwhelmed by a huge volume of telephone calls received in a short period of time after announcing a recall. In this case, the Yamato Group can provide call center operations on behalf of the company.

When the collection rate is low because of a weak response after making an announcement, the Yamato Group provides the "Designated Support Service for Company Recalls." For example, this service includes bolstering the announcement process by other means such as having TA-Q-BIN SDs deliver unaddressed direct mail about the recall. During a recall implemented by a heating unit manufacturer the collection rate had been stuck at around 20% using announcements in the newspaper or on the company's corporate website. As a result, unaddressed direct mail was sent out to areas assumed to have large numbers of users living there, which nearly doubled the collection rate. In addition, the Yamato Group sometimes is consigned to perform repair work and return repaired products to the consumer.

Regarding the fee for this type of recall response, Shimizu states "Although it actually depends on recall and announcements methods and types of products, typically a full range of support services including not only collection but also consulting services for the recall itself should cost around 3,000 yen per recalled unit, including the delivery fee. This is really not that expensive since it includes the cost of TA-Q-BIN delivery service."

As in the past, companies cannot completely eliminate the future risk of having to issue a mandatory or voluntary recall. On the other hand, a mistake in the recall response can pose a serious threat to the continuity of the business. Despite this, however, it is generally not cost effective for a company to employ a specialist in house specifically for an event that may not even occur. Shimizu suggests, "Don't be flustered when implementing a mandatory or voluntary recall. Contact us as soon as practicable. I fully believe we are positioned to provide the best advice possible."

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  • (Previous) Responding to Widely Different Situations for Each Recall Product

<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.