Device Service & Care

Meeting device complexity & the demands of the always on consumer

Turn device service into an opportunity

For the end user the Telco industry historically is a “low-involvement” category. We know that once you have a device related issue all of a sudden every customer is highly involved to regain seamless mobile service as soon as possible.

Meeting device complexity & the demands of the always on consumer

Devices are more complex than ever and customers are keeping them longer, which raises the expectations for immediate support and resolution. Not managing “high-involvement” device-related issues are both expensive and damaging to customer loyalty.

The MCE diagnostics framework (web, app & desktop) helps operators own device-related journeys and transform the headache into a competitive advantage. Three concrete opportunities for support and repair are enabled by MCE’s dDLM platform:

  1. Enable digital-first self-help resolution with device-related topics
  2. Leverage for contextual marketing
  3. Enhance device repair avoidance
Digital-first device support

Device care for customers, reimagined

Longer device lifecycles require efficient support programs that are accessible everywhere and deliver a smoother experience with older devices.

MCE digital-first support design principles:

  • 4-12 weeks integration. Pays back within 6-12 months
  • Digital first and congruent UX for your consumers and front line
  • For the customer guided self-serve or assisted experience
  • Device history and smart suggestions provide paths to resolution
  • Remote self-help tutorials for customers and your front line
  • No rework for your front line simplifying their lives
  • Digital-first support, experience and benefits across channels

    Mobile App

    For customers, the MCE diagnostics app (available either standalone or through MyOperator app integration) helps customers solve issues on their own, so they don’t have to call care, go to a retail store, or even worse, open an unnecessary insurance claim or repair request.

    Operator benefits:

    • Empowers a digital-first and self-help strategy
    • Reduces probability of calls to care/complaints
    • Reduce care call handling time and costs due to more effective customer self-help pre-work
  • Digital-first support, experience and benefits across channels

    Call center

    Enable every agent to easily access the device (sandboxed and privacy compliant) and troubleshooting history, fix device issues remotely, and improve both operational productivity and customer satisfaction.

    Operator benefits:

    • Operator benefits:
    • Increase first call resolution
    • Decrease follow-up calls
    • Reduce escalation to next care tier
    • Lower training costs
    • Improve Care NPS
  • Digital-first support, experience and benefits across channels

    Retail

    Gives the frontline instant access to the device history and a fast path to issue resolution, so they don’t keep customers waiting and become more productive.

    Operator benefits:

    • Empowers frontline to solve customer problems less calls to care
    • Avoids unnecessary repairs or insurance claims through zeroing out No Failure Found (NFF)
    • Increases customer self-help (through shoulder-to-shoulder use of app)
Diagnostics for repair avoidance

Because the best repair is the one that isn’t needed

Unnecessary repairs not only waste everyone’s time and money, but they can also result in inaccurate insurance claims – or worse, erode trust, resulting in a lost customer. Leveraging the features and toolset of our device diagnostics solution, our dDLM platform identifies no trouble found devices (NTF), so your workflow remains free of avoidable issues, and you stay focused on real repairs.

Sometimes devices don’t work as well as they should be, even though there’s nothing wrong with them. It’s not always easy for frontline staff to tell when an issue is due to the device or to an external factor but it’s important that they can.

For instance,

  • A non-OEM charger may not work as efficiently as the original one
  • Newly installed applications may shorten the operation time
  • Others may be running in the background, draining the battery
Diagnostics for contextual marketing

Providing offers that make sense to the customer

Knowing the exact state of a customer’s device is a unique opportunity for both consumers and operators.

Let’s take an example: A consumer has been having severe battery issues, which was identified through the health check app. While the consumer could go the route of submitting it to repair and receiving a loaner phone, an operator can now surprise and delight them by offering them an upgrade with a trade-in.

Sometimes devices don’t work as well as they should be, even though there’s nothing wrong with them. It’s not always easy for frontline staff to tell when an issue is due to the device or to an external factor but it’s important that they can.

For instance,

  • A non-OEM charger may not work as efficiently as the original one
  • Newly installed applications may shorten the operation time
  • Others may be running in the background, draining the battery
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