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
Challenges
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. |
Customer devices were going missing from stores and there was in increase in cost to customer service and supply chain operations. |
AHT and customer complaints increased as there was no tracking or visibility into devices returned & related transactions. |
Increased complexity in business operations meant more errors would occur and adversely impact compliance with regulatory requirements. |
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 |