Press Release

14_10_2008   TOREX HALVES TIME O2 TAKES TO PROCESS HANDSET REPAIRS

Torex integrates POS and handset repair solution to revolutionise O2 repair

LONDON, U.K. – October 14th, 2008 – Torex Retail Holdings Ltd (Torex™), the leading global provider of innovative, integrated technology solutions to the extended retail marketplace, has enabled O2 to slash the time taken to deal with handset repairs from 25 minutes to just 10. Torex has integrated O2’s existing POS with a new handset repair solution, giving O2 store staff complete visibility of the repair process, from when the damaged device is dropped off to store, to when it is returned to its owner.

After the number of handset repairs jumped significantly, O2 incorporated a new mobile phone repair system into its Torex POS system to transform the level of service it offers customers needing repairs. Previously the process had been paper-based, with an external database of repairs managed by O2’s repair partner. The time taken to handle repairs in stores was damaging the customer experience and store managers were finding it difficult to track the location of the loan phones.
Store staff can now guide customers through the repair process and set up alerts to manage ongoing contact. They can also keep track of all loan phones, ensuring that these are returned to store once all repairs have been made.
 
The system’s reporting capabilities now enable O2’s head office to track the status of every single repair. O2 can now track the time each repair takes, what time of year most damage is reported, what the faults are, and if they are manufacturer related. This information is essential when not only feeding back to handset manufacturers, but also when documenting user issues where the handset is not actually at fault.

Mike Gadd, Retail Systems Manager, Telefónica O2 UK, explains: “The ultra-competitive nature of the mobile industry means we have to deliver the best possible experience to our customers at every single touch point. Torex showed that it had both a deep understanding of our business and the technology required to provide the integrated handset repair solution we needed. The training and support offered by Torex during and post implementation also ensured that the roll-out was smooth and painless for staff and customers alike.”

“This is another example of Torex being able to reduce costs, add value and enhance the customer experience for our customers,” commented Doug Hargrove, Chief Marketing Officer, Torex. “We are proud to further our ongoing relationship with O2 through this innovative integration project, and look forward to continuing to provide the technology and support to help O2 maintain its deserved reputation for customer service in the telecoms sector.”