Finding a strong repair vendor is an important part of any service solution. A strong repair vendor can add significant value by reducing costs, providing review and feedback of the product, enhancing the experience of the end-customer, reducing repeat return rates and more. Choosing the right partner can have lasting effects on a brands reputation and consumer perception of reliability. When looking to purchase a new electronic device, consumers are looking at several factors to help make their decision and not surprisingly one of those factors is post purchase services such as warranty support.
Here are five things to look for in a repair vendor:
1. Infrastructure: Ensuring a repair vendor's facility has the infrastructure to support a repair program is crucial. A good repair facility will have invested in security to ensure their customers products and data are always protected by both external and internal risk factors. Another important investment is Electro Static Discharge (ESD) procedures so that any damage to electronic components is as minimal as possible. The requirements will of course vary based on the program and product requiring support, however existing infrastructure or ability to quickly implement requirements will result in a smooth transition and overall project success.
2. Communication: Professional and timely communication is key. A repair vendor in many ways is an extension of the company in which they are providing services. This means they will often have direct communication with end-customers and other service partners. Having a vendor that will respond to all matters with professionalism and urgency is very important.
3. Quality: Choosing a repair partner that is committed to quality is not only necessary for the success of the repair service, but can also add significant value. A strong repair vendor will track and do careful analysis of repair and failure data, and from there recommend improvements to the process or even the product. This can ultimately reduce repeat returns, improve manufacturing and operations, and enhance the experience of the end-customer. Ensuring your vendor is aligned with industry best practices and has certification such as ISO 9001 is a great place to start.
4. Experience: An experienced repair vendor can add immeasurable value to a repair program in both planning and execution. As experts in the field, they can offer service solutions that are relevant to the specific project and the region requiring support as well as utilizing existing contacts they have made in the industry. An experienced vendor can bring peace of mind through references and proven success.
5. Redundancy: A sound risk reduction strategy is an important part of a repair vendors risk analysis and disaster recovery plan. Being able to quickly transfer operations from one facility to another when needed can significantly limit any service interruption experienced by the end user and the overall operations.