Case Study: Supply Chain - 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.
OBJECTIVES
Improve NPS for Device Protection
Increase ARPU
Transform CX with new Digital Portal
Remove APRA Compliance Risk
CHALLENGES
Remove APRA Compliance Risk
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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
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 withnon-financial service protection for its devices
Designed and implemented strategic reporting and reconciliation with multiple parties
RESULTS
Ability For Customers To Return Devices and Remove Manual Data Entry
Decreased AHT From Manual Errors and Lack of Traceability
Cost Out From Simpler Operations and Increased ARPU
Increased NPS and Customer Experience
