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Case Study -- HenrySchein ProRepair offers value-added service for customers

Case Study -- HenrySchein ProRepair offers value-added service for customers

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Published by Henry Schein

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Published by: Henry Schein on Mar 31, 2010
Copyright:Attribution Non-commercial


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Offering approximately 90,000 dental, medical,and veterinary products, Henry Schein soughtproactive measures to expand services by creat-ing an internal service to repair goods.In the early1990s, a time when Henry Schein was mainly amail order company,ProRepair was made avail-able as a key value-added service for HenrySchein customers.Products were sent andreceived by direct mail to be repaired internally bythe Pro Repair team at the Company’s offices.
The Challenge 
Henry Schein was faced with the challenge ofbeing able to repair handpieces and small equip-ment when Henry Schein customers turned to theCompany with their service needs.The require-ment for repair services increased dramatically in1993 when reports were released about the needto sterilizehandpieces between each patient.Furthermore, becoming a full-service companywas necessary for increased customer retention.
The Solution 
The Henry Schein ProRepair Team was firstdeveloped in the early 1990s to repair dentalhandpieces.The Team grew to include manufac-turer- trained technicians and highly trained cus-tomer service representatives who had the abilityto repair medical, dental, and veterinarysmallequipment, as well as handpieces, intraoral cam-eras and sterilizers.In addition to repairing prod-ucts sold by Henry Schein, the ProRepair teambegan repairing items purchased elsewhere.In
Case Study 
Henry Schein, Inc.
HenrySchein ProRepair offervalue-added service for customers 

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