Fostered trust for a new smartphone brand in budget segment

Fostered trust for a new smartphone brand in budget segment

Challenge

An unknown brand name offering budget smartphones in the fastest growing market in the world. For customer's, the biggest concern was of reliable and assured support when buying a 10.or phone.

Servify Approach

With a warranty buy-out model, Servify took complete ownership of after-sales service for 10.or. Each 10.or phone was also shipped with a pre-installed Customer Assistance solution which could self diagnose. A dedicated Customer Happiness team was also set up to handle customer queries. Servify's insights in parts management and logistics also ensured Service Centers were well equipped to help 10.or customers across India.

Results

Using Servify's advanced replacement model, 90% of service requests could be closed within 3 business days. Coupled with Forecasting, Planning & Procurement for 10.or spares, a minimum of 8 weeks inventory is always available at the repair factory for the refurbishing and repair activity. This has led to an increase in Customer Satisfaction scores and boosted trust in the brand.