Poor strategic and operational decisions from lack of recall analytics

$1.5M-$7M per recall in customer acquisition cost to replace lost customers (negative reviews from bad recall experience), refund processing overhead, logistics for reverse shipments, customer service escalation costs, inventory write-offs • $1.5M–$3M+ per recall (multi-country regulatory fines; delayed market containment = continued sales/liability in uncontrolled jurisdictions; freight costs for emergency logistics; penalty tariffs on holds; reputational damage in export markets = future order losses) • $1.5M–$6M in lost institutional contracts due to failed trust rebuilding; repeated recalls to same customer erode relationship and lead to account termination

Builder warehouse staff maintain project-by-project appliance delivery logs in Word/Excel tied to purchase orders; when defect discovered, site supervisor calls warehouse to request checks against purchase records; warehouse manually cross-references serial numbers from returned units against delivery logs; recall status confirmed via email/phone with manufacturer • Builders maintain handwritten purchase logs and serial number records in project files; manual cross-reference with manufacturer recall notices (often received via email or phone calls); site managers coordinate appliance swaps via WhatsApp group chats • Commercial sales team maintains separate deal records; Plant Manager hears about failures via complaint calls or warranty claims weeks/months later; no systematic way to identify all units sold to a customer account