EDS Smartphone Services Solution
Real Results
- Enhance decision-making by standardizing enterprise wide smartphone service data and applying business analytics
- Improve customer-service metrics, minimizing NFF returns and increasing overall satisfaction
- Increase profits through added sales of service contracts, preventive maintenance plans, replacement products and out-of-warranty repairs
- Reduce carrying costs while keeping down spare-parts inventory with reduced stock outs
- Reduce cost per contact up to 40 percent while providing a more consistent customer experience
- Retain up to 89 percent of customers through a consistent, standardized experience based upon customer segment
Boost Customer Loyalty and Topline Growth
The EDS Smartphone Services Solution delivers end-to-end business processes and technical support, exceeding customer demands and increasing smartphone revenue. EDS delivers reliable, efficient customer service that starts with the customer’s first inquiry or purchase and carries through to the eventual product end-of-life and follow-on replacement sales.
Multiple Demands Require End-to-End Solution
In the face of disjointed interactions, customers increasingly demand a single point of contact for wireless and wireline support – and they want unified services when they’re abroad. Given customers’ struggles with smartphone functions, configurations, and hardware and software faults, it’s not hard to see why approximately 20 percent of smartphones are returned within the first 30 days. Most troubling for carriers is that 65 percent of these returns are designated as “no fault found” (NFF).
Carriers must meet their customers’ expectations and respond quickly – and correctly – to their questions and concerns if they hope to reduce NFF returns and gain their loyalty. To do so, they must improve their Tier 2 technical support and overall life cycle management. EDS Smartphone Services helps our communications clients address these challenges, giving them a competitive edge in this high-pressure industry.
Download the Smartphone Services Solution Overview PDF, 374K