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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.

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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.

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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.

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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

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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.

Learn more about InfoTip

Are you ready to take the fear out of product recalls?

If you’ve read this far, the answer is probably yes. Let’s talk in a free, no-obligation consultation about your needs and possibilities. We’re looking forward to it.