Dalepak Case Studies

Here at Dalepak we like to think that we can cope with anything that a customer can throw at us.

One of Dalepak's customers is a world leading tool manufacturer; we pack, store and distribute their products.

One June we received a phone call about an unusual problem they had. Two of their wood saws had a fault and they were going to have to do a complete nationwide recall on the product. This is something that they had never had to organise before so they asked for Dalepak's help in the matter.

We had just one weeks notice before a nationwide press release in the national daily press and monthly trade magazines was due to be printed. In that time we arranged a 24 hour helpline with a dedicated phone number. We also arranged extra staff to man the phones and trained them all so they knew the correct procedures to follow whilst taking the details of the customers as specified by our customer.

Our IT team developed a bespoke data base which processed the details of each customer producing all the necessary paperwork and labels required for sending out a replacement saw.

Once a call was received we sent out a special prepaid envelope for the faulty saw to be returned to us. Each customer was issued their own unique number and once we received the faulty saw back we immediately sent out a new one to replace it.

On the first day we received over 700 calls, this continued at a steady rate of 300+ calls a day for 4 weeks before tailing off over the months. The helpline stayed open and manned for 12 months in total.