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HP Iberia Repair Solution

Background

HP is a leading worldwide IT hardware and services company. Its focus has been to consolidate to fewer suppliers who can provide parts supply, repair, supply-chain management and inventory ownership in order to reduce its total cost of warranty.

ANOVO provides time-critical warranty repair services on notebooks, tablets and all-in-one PCs for HP in Iberia, as well as central refurbishment of consumer printers in Poland.

Challenge

However in certain regions the balance between reducing cost via repair in a central low-cost region and maintaining a high customer service level was difficult to achieve.

Consequently for Iberia HP needed a service partner that was experienced in managing the complexity of the Iberian region’s reverse supply chains (Portugal, remote areas and islands in particular), and could also deliver within a tight 5-working-day end-to-end turn-around time in order to improve the experience for both retailers and end-users.

It also required complete process visibility through end-to-end RMA tracking, and via a web portal.

Solution

ANOVO’s ability to manage international client needs, but service their customers locally enabled us to develop an Iberian repair solution reduced cost but increased customer satisfaction levels.

The fully-managed reverse supply chain solution effectively integrated local courier networks across Spain, Portugal and the Islands as part of the service, resulting in time and resource efficiency gains that ultimately reduced overall costs.

Key Benefits

HP benefitted from significant supply chain cost reduction.

Improved customer satisfaction and a high quality service provision meant that more than 90% of products were repaired within the 5 working day requirement for retailers and end-users.

ANOVO has been a Repair Line Partner for HP PSG for 7 years, managing over 500,000 service requests.