Case Study:
Project Overview
A client wanted to transform it’s device service offering by building a device return capability and ultimately improve its customer Net Promotor Score through new digital interactions with its customers. The initiative formed a top 5 CEO priority strategic program that pivoted on supply chain transformation with a new product offering.
Objectives
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Improve NPS for Device Protection |
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Increase ARPU |
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Transform CX with new Digital Portal |
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Remove APRA Compliance Risk |
Challenges
New Leasing Plans with No Reporting The organization had launched new leasing plans with complicated financier arrangements that had resulted in incorrect reporting on over $100M+ in revenue as no strategic reporting was in place. |
No Track and Trace of Devices Customer devices were going missing from stores and there was in increase in cost to customer service and supply chain operations. |
Increased AHT AHT and customer complaints increased as there was no tracking or visibility into devices returned & related transactions. |
Regulatory Risk & Exposure Increased Increased complexity in business operations meant more errors would occur and adversely impact compliance with regulatory requirements. |
Solutions
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Introduced a non-financial services protection offering for its devices |
Executed a tender that partnered with the right vendor to transform the current supply chain reverse logistics capability |
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Implemented a customer first digital self-serve and real time digital integrated portal, along with non-financial service protection for its devices |
Designed and implemented strategic reporting and reconciliation with multiple parties |
Results
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