Tis the season to…….Recall?!.

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Posted by Adam Creamer - 12 October, 2015


Using Retail 20/20 to Help with Recalls

The final quarter of the year is typically defined by the holiday season, but this year it’s starting to become defined by recalls.  It seems as though a new recall is being announced every day, with more popular brands being affected at every turn, such as General Mills recalls just last week.

Staying on top of recalls, and keeping your customers informed is vital to maintaining a quality customer service program.  Using Retail 20/20 can help make the entire process easier, here’s how.

Customer Service Actions

If you have a recall notification policy in place, the best time to send out recall notices is immediately upon learning of it.  The problem with this is that it can often be difficult to determine which customers actually purchased the recalled product and need to be notified.  This is where Retail 20/20 comes in. Here are a couple of ways the application can help:

First, a report can be created that finds all of the transactions that contain the item in question within the date range of the recall.  By adding a few simple display columns to this report, such as customer Id and related information, you can easily see who purchased what, and who needs to be notified.  This allows you to avoid the blanket notifications, and makes the process more personal for your customers.

Another way Retail 20/20 can be used to enhance the customer experience is through use of loyalty information.  Determining those customers who normally buy the recalled product and offering them alternate product choices will further enhance their loyalty to your company.

Tracking Recalls - Merchandising Actions

Another action item that always accompanies a recall is the tracking of returns for reimbursement from the manufacturer or supplier.  Much like the customer notifications, the hardest part here can be determining how much of the product was actually returned.  Retail 20/20 makes this process simple.

By generating a report that produces all of the return information for the item being recalled, you can quickly and efficiently provide your supplier with the information required for reimbursement.  And, if you need to send any items back to the supplier, a similar report can be generated that produces the required inventory information for the recalled item.

Going through a recall can be a painstaking process, but by utilizing your data with tools like Retail 20/20 you can stay on top of it and keep your customers informed, happy and loyal.

Topics: Blog, Use Cases

Posted by Adam Creamer

Adam Creamer is the Marketing Communications Manager and Head of Events at Agilence. He has previously held positions in finance and recruitment at other organizations, making him a self-proclaimed jack of all trades. Adam is also an avid runner and independent beer enthusiast…though not always at the same time.


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