TECHNOLOGY SECTOR SOLUTION
AFTERMARKET TECHNICAL SERVICES PARTNER
In today’s competitive marketplace, aftermarket service reputation is a major differentiator. Often in-house resources can struggle to cope. As your Aftermarket Technical Services partner, DHL’s fully managed end-to-end solution will ensure you respond faster, resolve issues, maximize value and improve satisfaction for end customers.
WHY PARTNER WITH DHL – A WORLD LEADER IN AFTERMARKET TECHNICAL SERVICES Improved return and repair avoidance
As most returned products could be re-sold in secondary
The average return rate for consumer electronics products
channels, estimates suggest technology manufacturers
ranges from 11% to 20%, yet most (95%) don’t relate to
could be losing over 50% of the returned inventory value
product defects1). ‘No Fault Found’ accounts for more than
by not making effective use of returned products. DHL’s
two thirds of returns costs. DHL reduces product flow by
asset recovery solution ensures that returns that can be
providing multi-channel and first-instance resolution prior to
recovered and resold are identified and redeployed, while
each product return. A common fault database improves
those that should be scrapped are stripped or environmen-
support for end customers and helps pinpoint genuine
tally disposed.
faults quickly. Simplified operations by integrating logistics with repair Minimize cost of managing returns
Integrating logistics and repair into our facility reduces the
Every year the electronics industry spends USD 19 billion
number of touch points, which in turn gives your business
managing customer returns2). Receiving, assessing, repairing,
greater visibility and control. Our network of five repair
reboxing and reselling returned products accounts for 5–6%
partners ensures the right expertise and global reach for
of total sales revenue1). As a an Aftermarket Technical
wherever you are located. For you, this integration means
Services partner, DHL typically delivers up to 25% reduction
lower costs, better customer service and maximized value
in total cost by integrating logistics and repair.
of your product throughout its lifecycle.
Creation of new revenue streams
Through our Envirosolutions product, DHL helps customers
DHL will maximize the value of your end-of-life assets and
integrate logistics and environmental solutions that meet
increase profitability through effective repair, reuse or dis-
local requirements and fulfill compliance obligations in a
posal. Faulty and end-of-life products represent a major asset.
cost effective and environmentally efficient manner.
1) Accenture, A “Returning Problem” 2011; 2) Transport Intelligence, Global High Tech Logistics 2012
LEVERAGE EXPERTISE OF A PROVEN PARTNER nn
Proven history of providing tailored Aftermarket Technical Services to global technology companies
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A FULLY MANAGED, END-TO-END AFTERMARKET TECHNICAL SERVICES SOLUTION
practices for your organization nn
We work with you to understand your needs and propose a tailored,
including emerging markets nn
More than 15,000 dedicated and trained technology employees
cost-effective and seamless solution that provides both the process management and practical capabilities needed.
Global network, covering more than 56 countries and territories,
Our Aftermarket Technical Services offering comprises two key components – Repair and Global Asset Recovery – all managed by DHL.
Deep expertise that drives best
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Integration of repair activities into existing facilities to drive cost efficiencies
AFTERMARKET TECHNICAL SERVICES CUSTOMER BENEFITS3) Here are a few examples of typical business benefits realized by our Aftermarket
GLOBAL ASSET RECOVERY
Technical Services customers:
40% productivity increase
AFTERMARKET TECHNICAL SERVICES
within 2 years 60% reduction in customer
REPAIR SERVICES
waiting time
2–3 day turnaround time
20% reduction in warranty calls 1.
Repair Services Screening, testing, upgrade and repair of products by using both
50% reduction in invalid
in-house capabilities and selected global multi-vendor repair
insurance claims
partners. 2.
Global Asset Recovery World-class recovery, redeployment, resale and recycling according to all relevant regional and local legislation. Well designed and executed recovery programs consistently increase the value of end-of-life equipment.
For further information Contact our supply chain experts: supplychain@dhl.com www.dhl.com/supplychain 3) Benefits based on select technology customer case studies