Frequently asked questions /

All you need to know about the GlobalCare platform.

The answers to the frequently asked questions about our digital customer care platform, our aftermarket service management solutions, services and pricing, hosting and support options, and our team and organization.

Frequently Asked Questions GlobalCare

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What is the GlobalCare Business Model?

The GlobalCare business model is a Pay Per Use: service subscription fees are based on the volume of transactions.

How does GlobalCare secure and ensure the delivery of its SaaS services?
GlobalCare is a SaaS (Software As A Service) platform offering hosting, technical support and service updates. The GlobalCare solution is hosted at several data centers located in France.
How to get a quote and find out more about the solution?
We would love to talk to you about your project. Each of the deployments we carry out is the result of personalized consultation. Do not hesitate to contact us via the contact form and we will come back to you as soon as possible.
How does GlobalCare fit my business needs?
The GlobalCare platform is transparent, and integrates seamlessly with your internal IT systems, as well as those of your partners.
How does GlobalCare integrate with third-party systems?
We can integrate with just about all 3rd party middleware, API webservices (synchronous or asynchronous), EDI data exchange…
Does the platform support multiple languages?
The GlobalCare platform’s default languages are French, English and Spanish but can manage any type of language and character set.
Does the platform support multiple currencies?
Yes, the platform is multi-currency, and multi-country. This can be configured in the GlobalCare Manager administration console.

Frequently Asked Questions Returns and repairs

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I already have a device and claim management system, how can GlobalCare help me?

GlobalCare is a highly specialized Returns and repairs Management Platform that offers many functionalities (ex: management of loan devices, inventories, logistics, etc.). The platform can:

  • complement and leverage the scope and capability of your existing systems,
  • standardize and centralize the management of your processes
  • interface directly with the applications and systems of your logistics partners and service centers,
  • replace existing systems, that are difficult or costly to maintain or upgrade or your company requires carrier-grade innovation tools that optimize feedback management and customer experience.
GlobalCare reporting & analytical modules?
Our reporting module, GlobalCare Analytics, can be accessed by users to publish a wide range of customized reports and dashboards. Key indicators (KPI) include: end-to-end processing time (consumer view), repair time, return rates per brand/model, calculation of the performance of transport partners, etc, store & repair SLAs, and many more.  All reports can be programmed at set intervals and sent by email. KPIs can be consolidated within customized dashboards.
How does GlobalCare manage different logistics options?

The platform is capable of managing any typeof logistics service, from digital transport vouchers to at-home device & product pick-ups and/or the deposit and collection in relay points. Transport modes and logistics options can be configured, as can the choice of logistics partners and the billing of transport costs to the customer.

How does GlobalCare increase customer loyalty from subscribers with returns?
By digitizing your returns and repairs chain, the GlobalCare platform enables a rich and easy-to-use customer-experience by allowing you to let subscribers choose the type of return service best adapted to their needs: return, replacement, repair, etc.). The GlobalCare platform offers a multi-channel experience by communicating all stages of the return process including repair progress, turn—around times, etc to the subscriber. Our philosophy is “turn returns Into opportunities”: turn clients with returns into satisfied customers.
What types of products can GlobalCare manage?
The platform was initially developed to manage returns and repairs of electronic and telecommunications products, ie smartphones, tablets, computers, televisions, small household appliances, etc. GlobalCare can now also manage accessories whether serialized or not serialized.

Frequently Asked Questions Buyback and trade-in

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Are SBE or GlobalCare device buyers?

No, we do not buy back products or devices. GlobalCare interfaces with the major buyers in the market to enable you to offer customers the best buy back prices. GlobalCare simplifies the management of product and device repurchases by integrating all facets of the buy-back and trade-in process: price proposal, logistics, product inspection / grading, consumer compensation, etc.

Which buy-back providers does your price-comparison engine track?

We are already working with the largest buyers in the market, and we are able to add any other buyers you work with. If you are working with a single buyer, we can enable you to switch to a “multi-buyer” strategy.

What kind of reports are available to assess the performance of internal buyback and trade-in processes?

Our reporting module, GlobalCare Analytics, can be accessed by users to publish a wide range of customized reports and dashboards. Key Performance indicators (KPIs) include: end-to-end processing time (consumer view), repair time, return rates per brand/model, calculation of the performance of transport partners, etc, store & repair SLAs, and many more.  All reports can be programmed at set intervals and sent by email. KPIs can be consolidated within customized dashboards.

How can GlobalCare Buyback & trade-in help me build customer loyalty?

The GlobalCare trade-in application enables customer-loyalty enhancing end-of-contract trade-in offers. In addition, your customers will benefit from the best trade-in prices if you have a multi-buyer strategy in place, and a matching strategy on trade-in offers.

I already have a buy-back partner providing me with their IT system, how can GlobalCare help me?

GlobalCare can help you manage more competitive offers by adopting a multi-buyer strategy. In addition, the platform allows you to also become a buyer, for certain products or certain ranges and over defined time intervals, to meet your own needs such as renewal of your fleet of loan products, sale of reconditioned products etc. Finally, GlobalCare offers unique features, to give you a competitive advantage such as bonus management on trade-in offers, instantly communicating new buyback campaigns, etc.

Frequently Asked Questions Insurance

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How does the platform manage individual claims?
Claim eligibility criteria can be configured in a granular and precise manner. GlobalCare´s built-in rules engine allows you to easily configure claims eligibility by type of claim, the brand and model of the product, deductible allowance, the geographic area, date of loss, etc. Some criteria can be automated and others can be processed manually, as needed.
How does the platform manage fraud?

GlobalCare manages fraud through its configurable eligibility criteria rules-engine. The built-in rules engine allows you to easily configure criteria to prevent fraud, based on number of claims associated with the policy, product value, rules on claim dates and claim occurrence dates, etc.

In addition, GlobalCare is connected with external databases for managing blacklists and product locks.

Finally, some rules may require manual processing and a request for additional information from the customer.
How can the platform help me improve claims processing times?

GlobalCare enables you to manage communication with your partners more fluidly and transparently. Our APIs allow you to connect directly with all partners responsible for processing products, policies, repairs, etc.

In addition, our evaluation module (“Assessment control”) will enable you to improve communicaiton with your subscribers. This module is used to validate additional forms, additions of photos and documents.

How does GlobalCare handles the addition of a new insurance product?
New insurance products can be set up using the GlobalCare administration console or imported dynamically via API.
How does GlobalCare manage payments in claims handling?
GlobalCare manages deductibles and provisions associated with each claim according to your internal business rules.
GlobalCare can receive live offers from repair partners throughout the life-cycle of each claim.
These quotes can be subject to automatic validation or manual revision rules depending on internal business rules. After a claim is resolved, GlobalCare can be used to generate invoices for each partner involved in the incident.
How can GlobalCare Insurance guarantee an accurate assessment and identification of a claim?
GlobalCare supports the process of FNOL (“First Notice Of Loss”), the first declaration of loss from an insured customer, and allows a precise assessment of each claim through a set of highly configurable pre-defined forms and rules. The FNOL declaration can be made by the customer regardless of the channel: online, in store or during a call to customer service.
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