Life isn’t always perfect and neither are our mobile devices. Malfunctions and manufacturing defects can occur, but more frequently it’s accidental breakage like dropping your phone on the sidewalk or liquid spills and other physical damage from outside forces (often beyond our control!) that account for the majority of device problems.
Close to a third of device owners experience problems with their devices monthly, and almost half attempt to fix the problems themselves rather than pay for a costly repair or outright purchase of a replacement device. Often the device is out of warranty, or they don’t have extended warranty or device insurance.
Customer expectations for diagnosis and repair of broken or malfunctioning devices often differ from what carriers and device manufacturers offer. This is one area of slight disconnect, as spending an inordinate amount of time dealing with manufacturer / carrier customer service just to see what steps need to be taken, only to find out the repair isn’t covered, leaves many consumers frustrated both with time invested and lack of result.
These days it’s almost unthinkable to be without a working tablet or smartphone for any length of time. Sending the device back to the manufacturer for an unspecified time is not an option for most. Customers are looking for immediate service and qualified support and are turning directly to the retailer or local repair outlet.
Mobile device repair and trade-in services are currently experiencing breakneck growth. Consumers are looking for quick fixes and super fast turnarounds, and the shops that can offer speedy, same day or even within an hour or two service, to replace broken screens, battery malfunctions, and damage from liquids are benefitting.
It’s more important than ever for device repair shops and retailers who offer phone fixes to be at the top of their game. As mobile device adoption increases so does the need for repair and with it opportunities for accelerated business growth. But competition is fierce.
To stand out from the crowd, retailers and repair facilities not only need to provide accurate diagnostics and speedy effective repair, they need to practice great customer service. They need systems in place to handle and keep track of the influx of customers, orders, parts, labor, shipping, as well as interim loaner / rental devices and protective accessories and service warranties.
B2B Soft’s Wireless Device Repair Management software provides retailers and repair businesses with complete repair services support, improving visibility and increasing store efficiency by assigning and tracking work orders, managing queues and parts, and by keeping clients informed of repair progress—fostering better customer relationships.
The software supports multiple store locations and includes inventory and component tracking, sales and repair reporting, customer relations and contact management as well as payment tender for the speediest, most efficient customer service and oversight.
It features the same intuitiveness and ease of use as all of Wireless Standard, and integrated, the ability to tap into powerful sales and customer data, email marketing, inventory replenishment and carrier and partner integrations for activations, reconciliations, device insurance, warranty and loyalty programs.
For more information on B2B Soft’s Wireless Device Repair Management software, call us at 212-742-2301 or use the contact form at http://b2bsoft.com/contact/