Reduce lengthy claim cycles and costs that fall onto the customer.
Leverage MCE’s dDLM platform to capture detailed mobile device diagnostic intelligence to determine eligibility and make customer claim journeys much more seamless.
Cut Back on Financial Risk by Preempting and Validating Claims
As much as 40% of warranty and/or insurance claims are “No Fault Found” (NFF) cases, where devices are fully functional and issues arise from user error or misperception. These incidents not only frustrate customers but also cost mobile operators and customers due to OEM or insurer claim rejections.
MCE’s advanced mobile device evaluation technology empowers retail representatives and customers to thoroughly assess device issues before submitting claims. By identifying easily resolvable device issues earlier, customers can be advised on proper device usage, eliminating unnecessary claims and their associated financial burdens, while also preserving high customer satisfaction.
End-to-End Routing of Validated Claims
Insurance and warranty claim processes can be long and tiresome for customers. Mobile operators can streamline the process with MCE’s end-to-end device lifecycle management technology, first validating the claim and then documenting and tracking the device routing – whether it’s a replacement or repair – while also enabling the customer to monitor progress.
The MCE Difference: Robust Diagnostics and Omnichannel Experience
MCE’s digital device lifecycle management (dDLM) platform captures the right mobile device intelligence that empower the customer operator to quickly resolve issues while also operating a cross-channel data layer to ensure customer journeys are seamless.
Diagnostics
The ability to engage a customer remotely via the my Operator mobile app and service their needs, including the ability to assess insurance risk objectively in remote settings
Omnichannel
Providing the same standard of service and offers across any engagement channel, with the ability to offer insurance to customers in both retail and the my Operator app
Operational and Customer Impact
Deflect unnecessary claims that cost the organization and customer, while increasing customer satisfaction.
Deflect up to 80% of no fault found (NFF) cases in warranty exchange with comprehensive diagnostics and save up to $10M per 100K warranty claims
Reduce customer insurance costs by deflecting up to 30% more insurance claims that could be resolved with a device diagnostic assessment
Prevent a 60-point drop in NPS by resolving a claim before it escalates to a warranty claim and requires the customer to submit their device