No business wants to recall its products.
The reality is that businesses in every industry occasionally must conduct a recall. They are a direct hit to customer satisfaction and loyalty, but what should scare businesses the most are the effects of managing a product recall poorly.
Recalling a product is a complicated process. Customers, employees, suppliers, distributors, and stakeholders throughout the business ecosystem are affected. The manual processes undertaken by most companies don’t come close to addressing their needs in today’s experience economy. Most importantly, communications will only be effective if a business has a holistic view of its customer data.
Trying to manage a recall with a siloed data structure successfully is a recipe for disaster. Organizations can try to tackle the problem with a variety of solutions, but investing in a connected recall experience is key to properly executing these problematic campaigns.
Along with Pega, Capgemini has a full suite of automated business solutions constructed with the express purpose of centralizing data, executing recall campaigns, and maintaining – if not enhancing – customer loyalty. From initial outreach to final regulatory notifications, Capgemini and Pega create a single location for businesses to manage their recall lifecycle and interact with partners, distributors, and customers on a true one-to-one basis.
With an approach honed over multiple successful engagements and fueled by data-driven insights, Capgemini and Pega stand by our partners throughout the recall process. Check out our latest webinar – Putting customers first: Orchestrating recalls at scale.
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