GlobalCare Returns & repairs /

Tailor-made management of all after-sales service logistics

GlobalCare Returns & repairs is a highly resilient platform that enables reliable end-to-end subscriber self-care solutions.

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If you would like to find out how to lower returns, please book a demo

The GlobalCare Returns and repairs platform includes on-device diagnostics for subscribers to self-check before reporting an incident or filing a repair claim.

GlobalCare Returns & repairs SaaS Platform

The GlobalCare Repairs & returns Platform reduces subscriber device returns and allows you to resolve all customer enquiries and repair incidents according to internal business rules.

Multi-process & configurable

With GlobalCare Returns & repairs, manage all your after-sales processes, from same unit repairs to advanced services, such as doorstep exchanges or chargeable repairs. You can configure multiple options: management of loan phones, customer notifications, or online payment for out-of-warranty repairs. A powerful rules management engine lets you customize your processes according to customer profile, device make and model, available inventory, location, warranty, channel, and more.

Managing return logistics

The GlobalCare Returns & repairs module allows you to offer your customers multiple logistics options. The platform supports various collection and delivery methods: at home, at approved collection points, in-store, reservation of loan or exchange products, etc. The GlobalCare platform integrates couriers and allows you to automate collection and tracking of all shipments.

Multi-channel strategy

GlobalCare is designed to optimize the customer journey across all channels, whether retail, call center or self-service (site, terminal or app). Manage all your customer interactions regardless of touchpoint to create a unique and satisfying multi-channel customer experience!

Reduce returns via advanced diagnostics

GlobalCare Returns & repairs incorporates advanced diagnostics for all mobile devices. We aim to reduce the number of returns by promoting self-repair. The module includes an on-device diagnostics component (iOS/Android), as well as a knowledge base offering step-by-step troubleshooting. The diagnostic functions are available online (selfcare), in retail stores and via call centers (with remote OTA capability).

Managing loan products

With GlobalCare Returns & repairs, align your loan-phone processes to your own policies e.g. define whether or not the service should be chargeable based on customer segment. Manage your inventory (in store and warehouse hubs), product mapping and rules, and control the entire lifecycle of loan phones (incl. periodic inventories, cycle counts, refurb and retirement).

Complete traceability

The GlobalCare Returns & repairs platform has a powerful reporting system capable of producing custom dashboards and analytics reports. No more spreadsheets, welcome to the era of control and traceability!

GlobalCare Returns & repairs optimizes returns and repairs processes

GlobalCare Returns & repairs means you can provide an optimized repair solution in the shortest possible time

Adaptable multi-process and multi-channel offers

Personalize offers according to customer segment, brand, model, country, service policy, warranty etc.

Rapidly implement new business rules

Our powerful configuration tools enable you to boost time-to-market implementation of new offers and programs.

Simplify After Sales Services

Reduce the level of complexity associated with after-sales service management for your customers and employees.

Tighter integration with repair partners and suppliers

Easily and rapidly update your services offering in line with changes in marketing and logistic strategy.

Easily update systems & practices

Optimize user journeys through integration with subscriber and product data records.

Boost customer service responsiveness

Speed up repair request and incident processing-times by creating direct communication channels between employees and partners.

Download the Returns & repairs brochure (PDF)

GlobalCare Returns and repairs platform is multichannel & multi-system

GlobalCare can be configured according to subscriber, partner, agents and internal business rules.

Self-Service Portals

We deliver self-service functionality through web apps that are seamlessly integrated into your digital ecosystems and optimized for the mobiles, tablets and desktops.

Call Centers

GlobalCare can be deployed for your call center agents to quickly arrange shipping for a customer's product to an approved service partner and track existing repair orders.

Retail Stores

GlobalCare can be deployed to retail stores or self-service kiosks, to manage device returns and the allocation of a loan device during repairs.

GlobalCare App, for an even more powerful multi-channel solution!

allows real-time testing of mobiles and tablets for optimized efficient self-troubleshooting

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Returns and repairs Frequently Asked Questions

For personalized advice, please feel free to contact our returns and repairs teams

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.

Other FAQs

GlobalCare Returns and repairs partners

Global wireless network operators, OEM vendors, insurance companies and retailers use the GlobalCare platform to optimise their aftersales, customer care and reverse logistics processes and streamline customer experience.

Flexible. Self-configurable. Powerful.