• Customer Services
• 24/7 Support
• Out-of-hours Support
• Customer Retention
• Product Recall

The CTL Europe solution

Our goal is to minimise the impact on your organisation and maximise recall success.

How do we do that? Effectively, you outsource the problem to CTL.

With many years’ experience in incident management, we appreciate the massive, unplanned impact that product recall can have on your resource - and the pressure to maintain your company’s reputation.

At short notice, we will dedicate a team of trained customer service agents to contact your affected customers. Efficiency is key since costs can mount rapidly without the right technologies and systems in place. Using SmartInform multichannel instant messaging, we’re able to contact all or targeted parts of your customer base rapidly. Through SmartInform voice technology, we can deliver messaging that customers can acknowledge, respond to and receive updates on. After the message you could leave these options:

• “Press 1 to acknowledge this message”
• “Press 2 for the return address for the affected item XXX”
• “Press 3 to speak to an agent now should you have any questions or concerns”
• “Press 4 to receive updates on this matter”

SmartInform means a smarter way for product recall

Targeting your customers by voice, text or email ensures a more cost-effective and slicker means to protecting consumers unlike the costly, hit-and-miss approach of press, TV and radio notices or the overlong process of direct mail.

Depending on the impact, we’re able to schedule and manage engineer appointments, issue customer instructions and apologies as well as handle supportive administration.

We will work with you to ensure that your customers experience a professional and effective service that upholds your brand values during this challenging period. We can also manage the post-recall communication process with customers to minimise any loss in reputation and advocacy.