The OnProcess Analytics Advantage OnProcess is 100-percent focused on global service supply chain operations – the flow of people, parts and services following the sale of a product. We cover the entire spectrum, from revenue enablement and customer support through service fulfillment, reverse logistics, and warranty and fraud management. Two decades of experience enable us to understand the nuances of these complex, fragmented processes across multiple industries. And the unique way we operationalize advanced analytics enables us to maintain strong customer service levels while delivering superior outcomes.

Advanced Analytics-Powered Services Drive Greater Savings and Targeted Outcomes, Fast

If there’s one word that characterizes the post-sale supply chain, ‘dynamic’ might be it. Whether you’re talking about the top inquiries customer service is fielding, supply and demand ratios, reasons customers are churning, or which inventory parts are over- or under-stocked, the one thing you can count on is this: The answers will be different month-to-month, week-to-week or even day-to-day.

To effectively manage such a fluid environment, you need four things: deep visibility across the post-sale supply chain, the intelligence to predict changes so you can plan ahead, the ability to take actions that drive specific outcomes, and operations that can turn on a dime.

OnProcess Technology makes this possible with post-sales managed services that are built for flexibility, powered by advanced analytics and delivered via OPTvision, OnProcess’ proprietary micro-analytics and visibility platform.

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According to Gartner, “more analytics can lead to better insights, which can in turn lead to profitable decisions.” ¹ With OnProcess’ Propensity Scoring, Dynamic Returns and Operational Segmentation analytics fueling our managed services, we can ensure tremendous savings for you and a great experience for your customers.

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Propensity Scoring: Plan Better Propensity scoring is critical to optimizing your post-sale supply chain. This advanced form of predictive analytics forecasts which behaviors have a probability of occurring, or not occurring, so we can plan and execute actions around them.

OnProcess’ propensity scoring methodology cross-references and analyzes more than a hundred nuanced factors relevant to the processes we want to affect. We examine so many variables because it enables us to drill down in excruciating detail to uncover root causes and remedies. And we look at the range of propensities, not just those that are high, because even those at the lower-end of the spectrum can inform actions that result in dramatic improvements.

We evaluate everything from the probability of products being activated, parts failing, products being returned and truck rolls, to repairs done the same day shipments arrive, warranty fraud, No Trouble Found (NTF), and more. We’ll segment by customer, geography, product, field engineer, time of year – getting as granular as required to enable the outcomes you need. And because propensities change as conditions change, we analyze them regularly so we can continually update our forecasting and improve our processes and your results.

Dynamic Returns: Act Deftly The products your customers are returning may not be the ones you need most. They may be parts you targeted a few months ago, but now there are other, higher-demand devices that you want to get back faster, so you can put them into repair and replenishment and reduce new purchases.

Or, perhaps you’re in danger of missing your profit goal because agents have been focusing recovery outreach on the vast

amount of low-value products that haven’t been returned. If you switch their efforts to the smaller number of outstanding high-value parts, you’d meet your goal faster.

With OnProcess Dynamic Returns built into our asset recovery managed service, we can be as changeable as your business. Dynamic Returns makes it easy to target recovery outreach based on the parts you deem critical right now. It provides a smart, fast way to pursue equipment that will drive your ROI higher, reduce new buys and improve spare parts planning in ways that drive optimization. Using OPTvision, we can instantly categorize, and re-categorize, segments based on part, rate and velocity. This lets us immediately refocus recovery on what your business needs today.

“By providing advanced analytics through OPTvision, OnProcess enables Dell EMC to better understand cost avoidance opportunities and drive greater efficiencies within our post–sale support landscape. This is another great example of how OnProcess continually innovates to deliver additional value to our business.”

- Mark Deitemeyer, Senior Director Dell EMC

To learn how our analytics-fueled managed services can deliver better outcomes for your business, fast, contact OnProcess at sales@onprocess.com, U.S. 508-623-0810, The Netherlands +31 (0)20 2184623 or visit www.onprocess.com.

1 A Framework for Measuring the Success of Supply Chain Analytics Initiatives, Gartner, Noha Tohamy, February 7, 20172 Ten Ways Big Data is Revolutionizing Supply Chain Management, Forbes, Louis Columbus, July 13, 2015

U.S. 508.623.0810 | Netherlands +31 (0)20 2184623 | sales@onprocess.comOnProcess Technology, 200 Homer Avenue, Ashland, MA 01721

© 2017 OnProcess Technology, Inc. All Rights Reserved.

Operational Segmentation: Work Smarter Analytics are only useful if you operationalize them throughout the post-sale supply chain. But many companies don’t have the resources, time or expertise to do this. OnProcess uses analytics as the foundation of our managed services. It’s what enables us to deliver strong results so quickly and cost-effectively.

We identify customer segments and prescribe and implement targeted actions informed by propensity scoring. If you already segment your customers, for instance, by platinum, gold and silver, we’ll build that into business rules, which we write along with our clients to specify what to do under different circumstances.

Typically, we separate high-performing, well-served groups (those likely to succeed) from those that are under-performing. Businesses are often surprised to find that these latter, higher-risk segments often account for 10 percent or more of their population.

Customers at risk are red-coded, flagged and automatically pulled aside for simple, fast and improved exception management. For example, if there’s a strong likelihood a piece of equipment will fail, we’ll put callers who purchased that product into a separate queue, and equip service agents with tailored scripting and next-step recommendations. If there’s

a propensity for products purchased in a particular region to be returned and deemed No Trouble Found, we may institute a proactive outreach program to educate customers in that geography about how to use them. Clients can use our NTF root cause analysis to enhance product quality and better negotiate terms with their component suppliers. In a similar vein, you can apply insights about high-value, high-demand products that are unlikely to be returned to your forecasting and planning initiatives.

“64% of supply chain executives consider big data analytics a disruptive and important technology, setting the foundation for long-term change management in their organizations.” ²

- Forbes, July 13, 2015