THE PROBLEM

IT'S A LONG READ BUT IT'S WORTH IT

MATAN SHAFRAN

DIRECTOR PRODUCT DEVELOPMENT

SO,

YOU BOUGHT A MOBILE CARE SYSTEM FROM SOME VENDOR

HIS LIST OF PROMISES:

  • MOBILE DEVICE AUTOMATION
  • OMNI-CHANNEL EVERYTHING
  • NFF REDUCTION
  • DECREASE IN CUSTOMER HANDLING TIME
  • REVOLUTIONIZE YOUR  RETAIL MANAGEMENT
  • ENHANCE CUSTOMER CARE
  • LOWER OPERATING COSTS
  • BLA BLA BLA

NOTE THIS:

ALL PROMISES MEAN NOTHING IF NO ONE IS USING THE SYSTEM

THIS IS A COMPETING CONTENT TRANSFER SYSTEM WE FOUND IN MANY OF THE OPERATORS STORES...

THIS IS HOW IT LOOKS FROM THE BACK

... FROM INSIDE...

...THIS IS IT'S PET...

... AND THIS IS THE SECRET PLACE OF BURIAL WHERE  THESE SYSTEMS GO TO DIE

DE-FACTO LESS THAN 4%

IN-STORE SYSTEM USAGE!!!

* DATA COLLECTED FROM 18,000 LOCATIONS IN 31 COUNTRIES

A C-LEVEL EXECUTIVE GAVE THE ORDER TO BUY THEM, BUT DOWN BELOW, AT STORE LEVEL, THE USAGE IS LITERALLY NON-EXISTENT

0%

RETAIL SYSTEMS USAGE

100%

CONTENT TRANSFER

BACKUP & RESTORE

HW DIAGNOSTICS

SW DIAGNOSTICS

DEVICE SETUP

DEVICE WIPE

DEVICE FLASHING

AUTOMATED REPAIR

AUTOMATED TRADE-IN

3.7%



THIS MEANS THAT:



YOU ARE GETTING MASSIVE UNNECESSARY REPAIRS

YOU ARE MISSING OVER 90% CHANCE OF STOPPING RETURNS

96 OUT OF 100 CUSTOMERS ARE NOT GETTING THE RIGHT SERVICE

YOU HAVE 15%-35% NFF (YOU COULD HAVE AVOIDED)

YOU HAVE ~30% MORE CHURN (YOU COULD HAVE AVOIDED)

YOU LOOSE 96% CHANCE OF TRADE-IN REVENUE

YOU LOOSE 98% CHANCE OF APP SIDE-LOADING REVENUE

YOU PAY OVER $200,000,000 FOR UNNECESSARY REPAIR OR SWAP

 

BUT MOST IMPORTANTLY ...

 

YOU LOSE 2 POINTS IN NPS ON AN ON-GOING BASIS

{  IMPORTANT: PLEASE READ CAREFULLY!  }

IS THE USAGE SO LOW?

WHY

BECAUSE

1

YOU BUY TECHNOLOGY

INSTEAD OF PLATFORM

ONLY A DEDICATED MOBILE CARE PLATFORM CAN CONNECT BETWEEN ALL FUNCTIONS OF A CUSTOMER JOURNEY AND COMBINE ALL INTERNAL IT  SYSTEMS TO DRIVE A REAL CHANGE. ANYTHING ELSE IS A WASTE OF TIME AND MONEY.

2

YOU DEPLOY COMPONENTS

INSTEAD OF INTEGRATED PROCESSES

DROP-TECH DOESN'T CUT IT. BUYING OFF-THE-SHELF CONTENT TRANSFER OR REPAIR SOFTWARE DOES NOT IMPROVE YOUR CUSTOMERS' SATISFACTION. THESE ARE ONLY SMALL PIECES OF A LARGER PICTURE.

YOU COVER ONLY PARTS OF THE CUSTOMER JOURNEY INSTEAD OF AN OMNI-CHANNEL APPROACH

3

REAL MOBILE CARE PROCESS EXTENDS ACROSS MULTIPLE CHANNELS AND TOUCH POINTS.  YOU START AT STORE, CONTINUE AT HOME, OR VICE VERSA OR ANY OTHER WAY INVOLVING ON-DEVICE, ON-LINE AND FACE TO FACE ACTIVITIES BOTH SELF ASSISTED AND GUIDED.

 

THESE ARE NOT SEPARATE OR DISJOINTED CHANNELS. THEY ARE ONE. NO SOLUTION CAN REALLY MAKE A DIFFERENCE IF NOT TREATED ACROSS ALL CHANNELS SIMULTANEOUSLY.

SHAKED SASSON

PRODUCT MANAGEMENT

HOLISTIC APPROACH TO CUSTOMER EXPERIENCE IS A MUST. YOU CANNOT ADDRESS ANYMORE JUST ONE CHANNEL AT A TIME.

OUR SOLUTIONS ARE AIMED AT CREATING DIFFERENTIATION AND NEW TYPE OF USER EXPERIENCE. GIVE US 60 MINUTES. WE'LL SHOW YOU HOW.

OUR REAL BUSINESS

IS YOUR NPS

TALK TO US

WE EXECUTE REAL OMNI-CHANNEL USER EXPERIENCE. WE HAVE THE KNOWLEDGE, THE TECHNOLOGY AND THE CONSULTING POWER TO GET YOU THERE.