Indianapolis, IN – TTE Technology, which markets televisions in the United States under the RCA brand, said Monday it has signed DEX as “a turn-key supplier of after-sales services for its RCA television business.”
“DEX will integrate an exceptional national network of repair centers, a call center and a comprehensive software platform that will track product returns, consumer inquiries, parts management and authorized service center repairs,” stated Joseph Sannella, TTE after-sales general manager. “Today, each of those functions operates on a separate system, making for a cumbersome consumer repair experience. In the future, DEX will help us to bring all of these activities together under one umbrella. The result will be better management, lower costs and faster service when repair issues arise. Overall this will improve the repair experience for consumers.”
California-based DEX is a supply chain solutions provider for high-tech industries that specializes in management of reverse logistics, service and parts procurement.
DEX sources parts worldwide and supplies a number of companies with similar after-sales services.
“We believe DEX will offer better quality and also improved visibility of service activities. This is critical for consumer satisfaction throughout the service process. We’ll be able to track any issues throughout the entire process, allowing us to retrieve a case number and instantly determine how best to resolve service issues,” Sannella said.
Data collected by DEX will allow TTE to better manage costs and respond faster if service issues arise. Beginning immediately with Reverse Logistics activities, by the fourth quarter of 2009, DEX will manage four key aftersales functions: reverse logistics, the consumer call center, parts management, and field repair service.