OnProcess Technology has been recognized by APAC CIOOutlook Magazine as the recipient of “Top Managed Services Companies,” based on our proprietary methodology, reflecting its position in the industry. This profile has been developed by the APAC CIOOutlook research and editorial team based on insights from an interview with Michael L. Wooden.

OnProcess Technology
Renewing the 'Post-Sales' Supply Chain

Michael L. Wooden, CEO

As businesses look for ways to optimize overall infrastructure in the face of growing market complexities and fierce competition, there is renewed urgency to improve the post-sales supply chain. In most companies, however, Supply Chain Managers don’t have the visibility, insights or pool of skilled resources needed to optimize inherently complex post-sale processes. That’s where OnProcess comes in. Michael L. Wooden, CEO of OnProcess Technology says, “We focus on one area, with extreme domain expertise—the post-sales supply chain—and leverage OnProcess’ technology and advanced analytics to consistently deliver very strong results.”

Established in 1998, OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations – the flow of people, parts, and services following the sale of a product. “From our early days focused on reverse logistics and asset recovery challenges, OnProcess has been an innovator and pioneer in the development of comprehensive service supply chain optimization programs. Today, our services include everything from revenue enablement, triage and service fulfillment, through reverse logistics, and transportation order management,” adds Wooden.

Using deep subject matter expertise, technology-driven delivery and advanced analytics-based process improvements, OnProcess Technology deliver insights, resources, and cost-efficiencies helping their clients transform business operations. OnProcess’s comprehensive, industry-specific approach enables companies to fully diagnose, address, and resolve clients’ most critical service supply chain challenge across technology, broadband, medical, logistics, manufacturing, and mobile industries.

How efficiently and intelligently companies handle everything from shipments and customer support, through dispatch and asset recovery can make a huge difference to their customers’ satisfaction and the business’ top and bottom lines. “With product companies, success depends as much on what happens after the sale as it does on the sale itself,” delineates Wooden. OnProcess’ unique approach enables them to fully diagnose and resolve clients’ service supply chain challenges, whether it is transforming a single process or an entire business operation. From its inception, OnProcess has been an innovator in service supply chain optimization.

OnProcess provides end-to-end managed services that optimize the flow of people, parts, and services after the sale of a product. “We help clients dramatically improve the post-sale experience for customers, such as service events, returns and break/fixes, while driving efficiencies that boost revenue and margins,” elucidates Wooden. The global provider is differentiated by its deep subject matter expertise, purpose-built technology delivery and embedded analytics-based process improvements. Its services range from revenue enablement, triage, and service fulfillment, to reverse logistics, transportation order management, and spend management.

The company is recognized for the OnProcess 360 platform, which underlies its managed services delivery. The platform automates business rules, incorporates critical human knowledge, and integrates data from the entire post-sale supply chain ecosystem. Wooden says, “Our platform, along with our analytics capabilities, enable us to provide clients with deep visibility across their post-sale supply chain operations and partners, while driving significant efficiencies and dramatically reducing costs.”

The firm caters to Medical Equipment, Logistics, Technology, Mobile, Broadband and Manufacturing markets via specialty practices. Wooden cites an example: “Our mobile experts’ help clients deal with the challenges of commoditization, consumer confusion, and increasing non-payments of financed handsets. One of our clients, a wireless firm, recovered an additional 6.6 million dollars annually in returned units and reduced remorse returns by 25 percent, which increased average lifecycle revenue by 600,000 dollars.” In another instance, OnProcess used advanced analytics to evaluate a Fortune 500 technology company’s parts and labor dispatch operations, and then instituted processes that ultimately improved their on-time delivery and SLAs, and saved 21 million dollars annually in global shipment transportation.

Onprocess Provides End-To-End Managed Services That Optimize The Flow Of People, Parts, And Services After The Sale Of A Product

OnProcess Technology has set a benchmark by being one of the only managed services companies that combine post-sale supply chain specialization with purpose-built technology and embedded analytics, applied via industry-specific best practices. Wooden says, “That’s the reason OnProcess is the provider of choice for many of the world’s leading companies.” Wooden also informs that the company will be focusing on expanding operations in Europe. Gartner Recognizes OnProcess in Eight Supply Chain Hype Cycle and Market Guide Reports. Regardless of where OnProcess’ clients are located, the company is committed to saving them many millions of dollars annually, while increasing revenue and improving their end-customer experience to such an extent that they can differentiate on operational and service excellence, rather than price.

With a mission to drive measurable, predictable and sustainable results for clients, the team at OnProcess Technologies applies proven methodologies in post-sales services and customer experience management. By upholding the core values of innovation, integrity, accountability, and excellence, OnProcess has established itself as the ‘standard’ by which market leaders measure their success in service supply chain services and customer experience management. “At OnProcess, we live our Mission, Vision, and Core Values every day, at every level of the company. They guide our decision-making, from the top down, and are integral to the successes we achieve for our clients,” concludes Wooden.

- Rachael Clark
August 22, 2017