We ‘re the only B2B mobile vendor with Apple Service Centre accreditation. After extensive training and collaboration with Apple, we now offer the same quality service experience as Apple.
Highly qualified technicians have enabled us to bring Apple repairs in-house. It’s lowered costs, reduced turnaround times and meant we can now offer a full-service wrap on Apple products.
A competitive edge when tendering and supporting renewal conversations with clients large and small. Apple training is mandatory for our sales team, and high benchmarks are required to gain sales accreditation. We hold Samsung Business Partner status and are trusted by Samsung, Google, Nokia and Oppo to service and repair their devices. Samsung has also provided us with a facility to diagnose issues with their devices remotely; this provides benefits on turnaround times.
We maintain a range of pre-staged stock that’s available for rapid deployment with our Service Exchange Programme.
Onecom despatches a replacement handset to a location convenient forthe customer, minimising downtime and ensuring they are up and running quickly.
The faulty unit is collected (doorstep exchange) and returned to the warehouse for testing and triage. All information is erased from the unit and once repaired, and QC is passed, it’s pre-staged to customer requirements. It will then be placed back into their service exchange pool stock for future use. This gives customers peace of mind and ensures that they are back in action quickly.
In 2019, four highly effective initiatives delivered a 37% reduction in fault-based returns. We think you’d agree, that’s fantastic!
Apple Service Accreditation
Accreditation means our technicians can perform remote diagnostics of Apple devices, it’s delivered a 15% reduction in faulty returns since June.
Accreditation allows us to service Apple products on a first repair basis. Using Apple’s diagnostic software, there’s no need to send devices elsewhere for repair, improving SLA’s from 3 weeks to 3-5 days.
We have undertaken a range of improvements to our processes, making us faster and more efficient.
Customer Service has adopted a new returns checklist, reducing faulty returns by 27%.
Last year, our Logistics and Customer Services teams worked to implement more efficient returns processes by prompting checks for ‘Factory Reset Protection’ using integrated vendor software, testing which network services are in use, and performing remote fault diagnosis.
We’ve reduced the number of devices returned locked (and therefore redundant), improved remote fault resolution and ensured customers can now get working again more quickly.
Try before you buy
Providing customers with trial devices that they can test before committing to purchase keeps returns volume low.
With technological advancements and regular phone releases tempting customers to upgrade, we recognise the best way to ensure a new handset delivers to expectations is by using it! We provide trial devices, allowing customers the opportunity to thoroughly field test them, and stay up to date with the latest tech within their budget. As a result, they’re far less likely to return equipment.
Training and Upskilling
Refresher training has been provided to Customer Service staff, improving skills and knowledge it’s resulted in improved remote troubleshooting over the phone. Delivery of better remote diagnosis has produced a faster, more streamlined customer experience. It has had an excellent result, significantly reducing the volume of devices coming in.
‘Welcome Calls’ to new and upgrading customers have helped pre-empt issues by providing on-the-spot troubleshooting.
In 2019 we delivered cross-departmental training to increase the number of team members that could confidently carry out fault diagnostics. Delivering a better experience for customers calling in with questions and queries and a larger pool of expertise when we experience spikes in repairs for assessment.
We offer bespoke, streamlined full-service wraps to ensure our customers experience minimal downtime and a fantastic customer journey.
All repair and staging work is performed in-house by highly trained, experienced staff, providing an outstanding service that all of our competitors outsource.
Our proprietary portal, CommsManager
Keeps customers up to date with their assets and status, making it much simpler to manage their fleet.
‘Starter and leaver’ packages
Offer customers full fleet utilisation. Devices returned from ‘business leavers’ to us for quality control, refurbishment and re-boxing are made ready for re-deployment when a new starter arrives. This ‘recycling’ cuts down on technological waste, saving money and helping protect the environment.
Our Mobile Device Management (MDM) system
Enables customers to receive handsets set up exactly as they require. We can register the customer handset so that on receiving the device, it automatically enrols into their MDM or we can enrol the handsets in-house, so they’re ready to use straight out of the box. We offer options to fit accessories before shipping, and bespoke labelling options to make distribution a smooth, easy job.
On issuing a customer with a new fleet of devices
We’ll be on-site (or sites) on launch day with experienced trainers who’ll help employees get the most out of their new handsets. Helping our customers celebrate the arrival of their new kit!
Keeping in touch with customers
We offer a choice of communication channels (phone, email, live chat, WhatsApp, Facebook messenger, Twitter). WhatsApp is especially useful – customers can instantly send pictures of faulty devices or ‘settings’ screenshots which enable our agents to offer faster resolution times
Apple Service Centre
Apple Service Accreditation, allows our technicians to perform remote diagnostics of Apple devices, it’s delivered a 15% reduction in faulty returns since June.
Accreditation has been a huge advantage to our in-house service and repair facility. Carrying out maintenance on Apple devices not only eliminates transit times between Onecom and the repair centre but also allows us to check iCloud accounts and warranty details before collection.
On arrival at our distribution centre, our technicians carry out a diagnostic investigation — an automated procedure that uses Apple proprietary software rather than manual quality control checks. We have seen marked efficiency improvements with decreased turnaround for quality checking. Our Apple repair SLA has dropped from 3 weeks to 3 – 5 working days, and we now offer a same-day repair service for walk-in for customers.
Quality control is vitally important at Onecom. At the executive level, we review quality scores from across the business weekly and challenging our team to maintain the highest standards.
Upholding the highest standards
We also review our quality measures with vendors quarterly, helping us to maintain preferred partner status.
Quality assured service
Quality checks are deployed at each stage of the customer lifecycle, from sales through to on-going operations, and on the occasions when we have to say goodbye to a customer. We have a fully trained team at the ready who carry out full quality checks to establish any hardware or software faults.
Our dedicated Quality Control team work directly with sales and service advisors to resolve issues, coach improvements and optimise the customer experience. Agents, scored against stringent benchmarks for quality, receive job support and coaching to ensure we have high-standards consistently and an industry-leading Trust Pilot score of 4.8 stars (from 3,227 reviews)
Our credentials speak for themself
Apple Service Centre accreditation has allowed us to greatly improve our customer experience and forms a unique offering in the B2B telecoms reseller market.
When new devices are released, they’re given a visual quality check and configured to specific customer requirements on request. The service and repairs team undergo further training whenever a new device launches, ensuring we continually offer up to date support and advice.
On the ground support – when you need it
Quality control doesn’t stop there – we send our experts into customer premises during a new fleet rollout, making sure everyone can use their new devices properly and set up to meet customer expectations.