Torex appeal
Published: 15 October 2008 12:20 GMT
Mobile operator O2's stores division has reduced the processing time for customer claims from 25 minutes to 10, thanks to a handset repair admin application from Torex.
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The reverse logistics system (a supply chain that begins at the point of sale and ends at a central warehouse) replaces a paper-based method employed by stores. However, the paper method proved unusable after a significant rise in handsets coming back to the shops.
The system, implemented in August, gives O2 staff more information about the repair process and allows them to track the progress of a customer's handset.
Store staff can also use the software to keep track of loan phones and build up a profile of what time of year the most damage is reported, what the faults are and whether they are manufacturer related.
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