PROJECT OVERVIEW
PROJECT OVERVIEW
Client's Challenges
Customer devices were going missing from stores and there was in increase in cost to customer service and supply chain operations.
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.
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.