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Case Study:
Device Service Transformation

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.
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Objectives

Mobile device with shield
Improve NPS for Device Protection
Bar graph showing increased ARPU
Increase ARPU
Laptop icon showing new digital portal
Transform CX with new Digital Portal
caution sign representing APRA risk
Remove APRA Compliance Risk

Challenges

Mobile Phone Leasing Plans No Reporting
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.
Tracking and trace of devices icon
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.​


​
Phone icon representing increased AHT
Increased AHT
 

AHT and customer complaints increased as there was no tracking or visibility into devices returned & related transactions.


​
Man with dollar icon representing increase in regulatory risk and exposure
Regulatory Risk & Exposure Increased
Increased complexity in business operations meant more errors would occur and adversely impact compliance with regulatory requirements.
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​ 

Solutions

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​ 
​
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

Dollar sign High Operational Costs
Ability For Customers To
​Return Devices and Remove Manual Data Entry

Dollar sign High Operational Costs
Cost Out From Simpler Operations and
​ Increased ARPU
Dollar sign High Operational Costs
Decreased AHT From Manual Errors and Lack of Traceability
Dollar sign High Operational Costs
Increased NPS and
​Customer Experience
​

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  • Home
  • Services
    • Strategy Execution
    • Coaching and Mentoring
  • Case Studies
    • Device Service Transformation
    • NBA Transformation
  • Insights
  • About Us