Case Study: Cost Avoidance and Proactive Support

Commitment to Customer Service

Fortune 500 Point of Sale & ATM Manufacturer Avoids Costly Future Returns

Challenge:┬áThe latest roll out of the client’s best selling product was exhibiting failure of a certain expensive integrated circuit immediately upon installation.

Solution: Renova Technology quickly executed a very precise yet cost
effective rework to modify the existing BGA chip while the
customer submitted a chip redesign to the integrated circuit

Results: The manufacturer saved costs on future returns, in addition to possible expedited service expenses, and kept its end users loyal to their brand.

Early Field Failures Force Costly Re-design

Returning units under warranty back to the overseas contract manufacturer proved to be inefficient for an original equipment manufacturer. Turn-around time averaged 60 days, which meant the manufacturer needed to purchase 60 days worth of safety stock inventory for parts coverage. The transportation cost to ship these units overseas were seven times the cost of a domestic shipment. The contract manufacturer was also charging an additional handling fee for all No Fault Found units.

Renova Technology Executes Precise, Cost Effective Rework

Renova Technology’s highly skilled engineers executed a solution to correct the faulty integrated circuit. After placing an inexpensive resistor in a delicate location adjacent to the BGA chip the unit worked correctly. This type of rework required a level of precision that few repair depots have the ability to perform. Due to the skills of Renova Technology’s technical staff, the manufacturer was able to develop a rework program with an immediately available inexpensive resistor and proactively service a majority of the units quickly, without having to wait for the redesigned chip.

A Field Retrofit Order was implemented and Renova Technology created a seed stock of re-worked boards to swap into returning units. Ultimately, Renova performed re-work on all 20,000 units.

Manufacturer Saves on Costs and Secures Customer Brand Loyalty

As a result of Renova Technology’s commitment to keeping their customer’s profitable and ensuring the brand loyalty of their end users, the manufacturer was able to avoid costly service fees and a dip in customer satisfaction.

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