The Challenge
Navigating through a recall can be challenging, but when partnered with the right team that understands your business and the importance of speed, accuracy, confidentiality, innovation, resourcefulness and recovery, it all becomes that much more manageable.
A recent proactive recall presented numerous challenges for our client on several levels. They were faced with the immediate need to quarantine product, staff support teams, release communications, report activity to stakeholders, identify impacted parties and prevent any further negative exposure. Properly managing the recall was critical, not only for the immediate calls to action but for the long-term recovery as well.
Our Approach
As a trusted long-term partner, the client immediately turned to Harte Hanks to provide the critical support needed. Within hours, we formed a crisis management team, comprised of leadership across the organization. This team was responsible for coordinating many vital deliverables, for example:
- Properly quarantining recalled product
- Collective brainstorming sessions to drive results most effectively
- Precisely and quickly compiling all compliance and regulatory-associated data.
- Expansive recruiting efforts to staff a well-qualified customer care team
- Promptly notifying affected parties
- Logistics coordination to safely move impacted product
Our 40 years of experience in product recall allowed us to quickly mobilize teams, gather resources and deliver on all key initiatives. Relying on our problem-solving capabilities and proven ability to manage other major recalls, the Harte Hanks teams worked together over a 5-day period to achieve the following:
- Recruit and train 200 call center agents
- Print, fulfill and mail over 40K letter packs
- Reconcile inventory of product warehoused in our fulfillment center
- Identify and safely quarantine product being recalled
- Isolate more than 80,000 cases of product
Voluntary recall milestone achievements
The Results
In a moment of crisis, the client trusted Harte Hanks to support critical tasks. They knew we had the data, knowledge, infrastructure, resources and dedication to get the job done with speed, flexibility and strict attention to every detail. Our expertise in managing other recalls, and our ability to quickly recruit enough manpower to effectively manage this one, were key to our success. The many expressions of thanks and appreciation from our client include:
There are no words to describe how grateful I am for having a great supplier during our most challenging days.
Marketing Project Manager
I also want to thank you for taking our call that first weekend and bringing in a crew to work over the weekend. That was also was amazing service. When we needed a supplier to step up and help – Harte Hanks was there!
Marketing Project Manager