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Value Added Services

Relabeling, repackaging, refurbishment, returns avoidance, proactive diagnostics, in-store repair, etc. — whatever you need to get products retail-ready.
As the rate of returns increase, so does the need for value added services within the reverse logistics process. Many returned products require special attention before they are ready for resale, and we’re proud to offer standard services like relabeling, repackaging, and refurbishment, as well as complex regional solutions like returns avoidance, proactive diagnostics, and in-store repair.
  • Returns Avoidance

    For our customers and partners supplying electronic devices, avoiding returns is crucial. Our value added services regularly achieve ‘save rates’ in excess of 60 percent for end-customers in the first 28 days of product ownership. We provide hardware technology, software and solution delivery, reporting, and trouble-shooting services.

  • Customer Service

    Customer service can be difficult to manage, especially when the necessary knowledge is focused on an area of business that you may outsource — like reverse logistics. To alleviate this challenge, we offer a wide range of customer support services on behalf of our customers and partners. We can support issues around courier management to repair-related customer contact and more.

  • End-Customer Delivery Options

    In select regions, we offer your end-customers special delivery options that are designed with utmost convenience in mind. End-customers can mail a device in for repair and opt for it to be returned to their home address, or they can take it to a retail store and indicate whether they prefer in-store pickup or to receive it at another address.

  • In-Store Repair

    In-store repair capabilities are key to your growth and can distinguish you as the provider of choice for customers with defective or damaged devices. Leveraging your retail store network to offer a range of in-warranty and out-of-warranty repair services can generate significant income and attract more customers.

    In some countries, we can support a fully managed in-store repair service. To do this, we move the capability from our repair sites into your stores and adhere to your branding (suitable stores are designated by volume of footfall and localized install base, to ensure maximum use of this service).

  • Proactive Diagnostics

    The way devices are used contributes to their functionality and effectiveness; repeat repairs are often a result of the device owner’s activity or behavior, rather than a fault in the device hardware. To overcome this challenge, we offer post-repair customer support. We track the delivery of the device and contact the user a day or two after they receive it to check the health of the device, encourage backup, respond to usability questions, and gauge customer satisfaction. By taking a proactive approach, repeat repairs are prevented and the customer experience is elevated.

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Stephen Tong 2018-09-01
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