& the Sontec House group
Norwich UK
2500m²
Where?
Norwich International Airport
Direct service to Schiphol
Sontec House
1985
Sontec
Electronics
Ltd
2001
Concorde
Transport
Services
Ltd
2013
Sontec
Marketing
Ltd
2014
Jemtel
Ltd
The story so far…
• Service support & repair facilities since 1985.
• Associated with many major manufacturers.
• National central repair facility for several brands.
• Dedicated customer service team.
• Call centre system incorporating call monitoring & KPI reporting.
• Local field service facilities for flat panel etc. for Bang & Olufsen,
Pioneer, Samsung and Sony (warranty)
• SQL based control system offers remote access to repair tracking
system for dealers and consumers.
Key Facts
Warranty repairs
Major partners
National centre for the repair of
projectors for Mitsubishi Electric.
National centre for repair and swapout
of microwave ovens for Sharp.
National returns and customer repair
centre for Denon and Marantz.
National returns and customer repair
centre for JVC
Sontec House Services
• Forward logistics
• Kit customisation
• Reverse logistics
• Warehousing
• Spare parts
management
• Tracking systems
• Contact centre
• Call centre
• Screening
• Modification
• Repair
• Refurbishment
• Swap Out
• Job and stock tracking
• Data reporting
• Tracking
• Valuation tools
• Spare Parts re-use
• Sourcing
• Refurbishment
• Recycling
• Reselling
• Trading
• Contact centre
Sontec - Logistics
Forward Logistics:• Pick, configuration, pack & ship services
• Bulk shipments sent globally
• Same day dispatch of goods purchased
• 24 hour delivery option
• Innovative packaging solutions
Reverse Logistics:Extensive range of collection options available:
• Direct from customer
• From retail store
• Bulk from distribution centres
Service options:
• Collect, repair and return
• Next day doorstep swap
• Domestic appliances complete swap out
Sontec – Specialist Storage & Fulfilment
• Secure on site warehouse
• +1,000 pallet storage
• Dedicated packing area
• Bespoke packing systems
Sontec – Screening & Repair
Capabilities:
• Products covered include TV, HiFi,
projectors, printers, domestic products &
now mobile phones!
• Repair to component level
• Full product repair & refurbishment
• Warranty repair where accredited
• Warranty management where not
accredited
• Fast response turn around time from
same day
A complete process to manage all product returns:
• Product receipt and screening (Pre Alert)
• Cosmetic grading
• Repair and refurbishment where cost effective
• Onward sale into trading channels or via e-retail outlets
• Warranty claim management
Significant value add in:
• Fault analysis proven to lower overall return rates
• Notification of fake goods
Cost savings in:
• Logistics, all activities from one hub centre in Norwich
• Packaging solutions for all products from phone to large TV
• Internal process management savings, one point of contact!
• Process management provided by bespoke IT system
Sontec – Recycling
Sontec – Sales & Procurement
Sales Channels:
Sontec Marketing offers extensive sales &
procurement channels to compliment our
other business units. We offer a unique
asset value recovery system designed to
return fast cash value or useable stock to
our clients.
These channels cover:• Trade channels in the UK,
Europe, Middle and Far East
• Sales or Procurement of ‘end
of life’ & ‘graded’ stock
• Access to Amazon Platforms
• Fully managed sales solution
• Product de-branding
• All electronic devices
covered
& the Sontec House group
The complete service solution