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my name is Tom SW makers I'm the senior director after sales Global for modus link after sales is regarded as the biggest secret in the market unfortunately within the e-commerce world after sale suddenly becomes a part of sales the challenge is managing that instead of just looking at the market we said you know are we going to do what everybody else does or are we going to ask our customers what are the issues they have everybody wants to talk about how much they shipped how much they sold nobody talks about how how much came back and what are the problems with our products Etc which is you know understandable the fact is that it's still there it's an issue and it's growing the more you sell the more it comes back so we started talking to customers what are the issues what are you dealing with and from that information we started building a concept and the concept was not just a reflection of the issues but the concept was how do we solve these issues and not just stuff coming back and then we'll repair it or refurbish it resell it the cost for returns is based on in warranty which basically means if you put a new product in the Market you go to your manufacturer you say okay how many of these products will will break down in the market and based on that they Reserve money to cover those costs and the biggest issue there is that it's unplannable and the reason for it is is because there's no data available right now that planning is not done first of all you need to control the process as in forward supply chain in the end the overall cost of the entire supply chain will drop but the service will go up and that's the key we found that a lot of companies don't want to talk about their after sales it's a painful subject and it's understandable me the products are coming back in order for that supply chain to grow and in and to become more mature companies need to share information like they do with forward supply chain in many cases a lot of companies speak about their forward supply chain challenges how they fix it etc etc that should happen with after sales as well no matter what the the product is no matter what the the the processes are they're trying to fix it in all in a different way but the issues are the same therefore it's possible to build a global platform that allows you to cover at least 90% of all those same issues and maybe we should rethink this it is not normal to have a half a million returns it's that simple and that's what I would like to know maybe we could change the world maybe we can change this concept and change it into something substantial I think the only way to do this is a you have to have all the services that means you have to have anything from registration to e-w second of all it has to be modular that means everybody has some form of an after salale supply chain solution so it would be ridiculous foro links to show up and offer 25 modules and you have to take the whole thing or it's noo during our research what we done we we tried to figure out is there a global network is there a system in in the market that connects all the three regions and offers all those different solutions there isn't any there are solutions for repair centers to have this but that's after the fact and and modus link will be the very first in the market to offer a global online Network that connects the dots