PRODUcts & ServiceS // RMS
RMS Recall Management System
Best Prepared for Recall Actions
Safeguarding against recall actions is never a 100% guarantee. When recalls do happen, thousands of inquiries come pouring in over a short time. Services, logistics, and communication are overloaded. RMS makes sure you are prepared. Recalls are structured and controlled from a single location, with the involvement of manufacturers, logistics partners, workshops, call centers, and end customers. This reduces costs and is proven to increase customer loyalty.
Recall Action? Chaos Ensues Without Central Oversight
High Error Rate
When product recalls are organized through Excel, email, and hotlines, you experience errors, delays, and tons of internal work. Other processes slow down and customers lose their patience.
Extreme Time Pressure
Teams are overwhelmed. Compliance with EU guidelines and legislation is jeopardized. RMS can go live within a few days and create an action plan including a time line.
Lack of Transparency
Which serial numbers are affected? Who has already responded? Where is the hold up? When these types of questions are answered according to gut instinct, error rates and escalation pressure increase.
Explosive Increase in Inquiries
Recalls trigger a sudden increase in inquiries – up to 80% of the volume comes in during the first 48 hours. Hotlines, shipping, and warehouse logistics collapse.
Inadequate Customer Communication
If the response to customers is too late, too complicated, or inconsistent, such as through PDF letters or hotlines, the company faces further questions, uncertainty, and poor ratings.
Everything Under Control: After All, Recalls Are Only Processes
Whether hundreds or millions of devices: RMS organizes recall and replacement processes in an efficient, transparent, and legal manner, including process control. Capacities of service providers are taken into account. Manufacturers, logistics partners, workshops, call centers, and end customers are linked in one place – for seamless processes and minimum
coordination effort.
Automation Instead of Excel Chaos
RMS replaces manual processes with a single system – from serial number verification and customer communication to control of the final solution. This saves times, reduces error rates, and ensures quality – even for high volumes.
Real-Time Transparency for the Entire Team
Which delivered devices are affected? How many were returned already? Where are there problems? Where are there delays? RMS gives you and your teams a full overview with KPIs, return rates, and individual dashboards in real time.
Best Practice from More Than 25 Years of Service Management
Together with you, we develop tailored processes for your organization that go into effect immediately in an emergency. The combination of RMS and anticipatory process consulting makes a recall an easy-to-handle, structured process.
Elements of Individual RMS Solutions
Process Control
Complete recall process control from registration to process conclusion, fully or partially automated. With RMS, your procedures can be individually processed as well. A central control tower monitors the entire process.
Case Tracking
Case tracking is at the heart of RMS. For every individual return, the parties involved have transparency of the status and next steps – including logistics, repair, and workshop processes.
End Customer Registration
We offer end customer verification as a module. This module runs a number of input checks on end customers to prevent incorrect recall data from being recorded. The module can be designed in your CD.
Call Center Module
Your team can use the Call Center module to enter and process customer orders. This gives your team additional input options when recording recalls.
Escalation Management
Identify problems before they occur: Escalation management monitors recall procedures and informs your partners as needed of potential difficulties in processing.
Address Validation
The system checks addresses to make sure they are correct and plausible so that goods are picked up from and sent to the right place. This allows logistics partners to work quickly and accurately.
Plausibility Testing
When a procedure is initiated, the system automatically checks to see whether the serial number is already registered. This prevents duplicate entries. Other checks to avoid attempted fraud can be integrated.
Master Data Management
All master data stored in the system can be easily managed, updated, and maintained, whether automated upload of complete databases or manual maintenance of individual datasets.
Document Creation
The system supports automated creation of all necessary shipping documents, from the delivery slip to the address label – for speedy processing and unique identification of goods.
Customer Communication
Communication with customers is usually via email. After the customer’s email is validated, the customer receives regular status updates on the progress of the process.
Evaluation
Reports can be created based on the extensive historical data recorded, or the recorded raw data can be used for independent evaluation.
Some of the RMS Highlights
Cloud-Based and Infinitely Scalable
Whether 500 or 5 million cases – RMS adapts to your recall volume and works autonomously. All other service processes continue without interruption.
Maximum Control and Transparency
All steps in the recall process can be viewed and managed from a single location – access-controlled for you and your partners.
Flexible Process Design
Update your product recall processes at any time to match changing market conditions or availability.
Early Error Detection
The system automatically detects potential bottlenecks – before they become a problem.
Optimal Service Experience – in every Language
RMS organizes recalls in a structured, multilingual, and stress-free way – for you, your team, and your customers.
Highest Transaction Security
Even with waves of recalls of millions of cases, all processes run in an organized and reliable fashion.
Validation From the Get-Go
Automatic verification of products, addresses, and serial numbers prevents errors and duplicate entries.
Individual CD Configuration
Input masks, emails, and user interfaces can be designed to match your company’s brand.
Faster Turnaround Times
Even with waves of recalls of millions of cases, all processes run in an organized and reliable fashion.
RMS Works Seamlessly with Your Current Systems
RMS is integrated into existing system landscapes without problems. It works bidirectionally through defined interfaces and APIs. This allows for the automated exchange of serial numbers, status information, addresses, tracking data, and much more.
System Integration and Connection Options
ERP systems (e.g., SAP, Microsoft Dynamics)
CRM-Systeme
Logistik- & Fulfillment-Dienstleister
Werkstatt- und Serviceplattformen
Callcenter-Software
Behörden- und Datenvalidierungsdienste (z. B. Adressprüfung)
Typical Application Examples
Automated import/export of customer data and serial numbers
Live notification of status reports to CRMs and ERPs
Incorporation of external systems such as for address validation or logistics
Consideration of country-specific requirements
System capability to operate in multiple official languages and offer country- or customer-group-specific solutions
Automated creation of shipping labels using ERP data
Notification of pickup status and recalls in real time
Simple, Structured Recall Processes in 6 Steps
We tailor your recall solution to your individual requirements in a tried and tested implementation process.
01
Define the Process
In a joint workshop, we explain what, when, how, and where things need to happen, what the exceptions are, and which partners (logistics providers, workshops, etc.) you work with.
02
Set Up the System
After all relevant processes have been clarified, we set up the system and all necessary additional functions to meet the defined need.
03
Implement the Processes
Next, all recall processes defined in the first step are mapped and implemented in the system. This also includes the import of comprehensive master data.
04
Implement the Design
On request, the complete appearance of the front and back end can be set up to match your design. This ensures a uniform brand experience at all touch points.
05
Configure the Interfaces
Now all necessary partners, such as logistics, distributors, and repair service providers, are connected to the RMS through a variety of intelligent interfaces.
06
Use the Solution
After an intensive test phase, the system goes live and can be used by your team, workshops, logistics partners, and end customers.
INFOTIP SERVICE GMBH
InfoTip Creates Solutions That Are Right for You
In the last 25 years, we have become a market leader in the digitalization of service processes. Our customers range from small enterprises to global players – Bosch, Samsung, and Sony use our solutions. Our RMS recall system makes processing product recalls highly efficient and simpler for all parties involved. As a certified Salesforce Consulting Partner, we also implement Salesforce projects in sales and service. An InfoTip solution adapts individually to your situation and goals – budget-oriented, expandable, and infinitely scalable. Regardless of whether you process 10 or a hundred thousand service cases in a month.
We help you digitalize your sales and service processes – making them more efficient, transparent, and customer friendly.
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