Cellebrite DeskTop TBR and Diagnostics Brings Enhanced

Case Study
Cellebrite DeskTop TBR and Diagnostics
Brings Enhanced Customer Experience and
Satisfaction to Phone House Netherlands
The Need
In 2009 Phone House Netherlands (PHN) purchased UME-36Pro units. By 2013, the
customer was seeking more frequent and current release cycles, and phone support
from a new generation solution. Primarily, they were seeking to avoid unnecessary
repairs and increase customer satisfaction with a better in-store experience.
Who
The Phone House, Netherlands.
!
The Need
To avoid unnecessary repairs
and increase customer
satisfaction with a better
in-store experience.
The Challenge
To turn a challenging situation
into a sales opportunity.
The Solution
Showcased Cellebrite DeskTop
in a 10-store pilot with TBR
and Diagnostics.
The Solution
With Phone House account under scrutiny, Cellebrite GmbH decided to turn this
situation around into a sales opportunity and was invited to showcase new products
and capabilities, the new Cellebrite DeskTop platform featuring Transfer, Backup &
Restore (TBR) and Diagnostics. PHN agreed to run a pilot with 10 stores to validate that
Cellebrite’s products and service levels were able to meet all their demands.
During the five-month program, Cellebrite reinforced its position and was able to fend
off any competition.
The units have been well accepted by everybody.
They are much faster and easy to use.
These solutions will enhance the customer
experience and ensure much higher customer
satisfaction, which is so important today.
— Mr. Johan Mudde, After Sales/Liaison Manager Phone House
The Results
Weekly calls and frequent meetings were held with Phone House to keep at the cutting
edge of the project.
The results from the pilot showed a repair avoidance of approximately 55% overall.
In the category “Mobiles Dead-On-Arrival” (repairs within the first 2 weeks after
purchase) the piloted stores had “DOA” reductions of 24%, together with insurance
claim reductions of about 3% which translated into hundreds of thousands of dollars of
annual cost savings.
Phone House decided to appoint Cellebrite as their preferred and exclusive partner for
TBR and Diagnostics and to go for a full roll-out in all Phone House Netherlands shops.
This contract between Cellebrite GmbH and Phone House Netherlands for TBR plus
Diagnostics is a major successful deployment in this region for Diagnostics. The solution
will be used by Geek Squad, the in-store customer technical support team from
Phone House.
Mr. Johan Mudde, After Sales / Liaison Manager Phone House Netherlands,
said the rollout of Cellebrite’s DeskTop with TBR and Diagnostics solutions, was
extremely successful:
“The pilot showed us that with the in-store Diagnostics solution we can achieve
meaningful cost savings by reducing the number of phones sent to repair centers by
up to 50 percent. In addition, we can reduce insurance claims by up to 3 percent,”
Mudde said.
“The units have been well accepted by everybody. They are much faster and easy to use.
TBR will ensure that customers buying new phones will ‘walk out working’ with their new
phones fully operational. Both these solutions will enhance the customer experience
and ensure much higher customer satisfaction, which is so important today.”
About Cellebrite
Cellebrite provides operators and
retailers with advanced solutions
to enhance customer experience,
improve satisfaction, reduce cost,
and generate revenue. With delivery
channels in-store, on-device, and
over the web, mobile retailers can
take advantage of Cellebrite’s full
suite of mobile lifecycle solutions: diagnostics, phone-to-phone content
transfer, backup and restore,
automated phone buyback, and
application and content delivery.
In addition, Cellebrite offers retailers
monitoring, statistics and analysis
of all activities. Cellebrite is a world
leader in the mobile lifecycle market,
the company has more than 150,000
units deployed at more than 200
mobile operators and retailers
globally, representing well over
100,000 stores handling hundreds of
millions of transactions a year.
Founded in 1999, Cellebrite is a
subsidiary of the Sun Corporation, a
publicly traded Japanese company
(6736/JQ).
To learn more, visit
www.cellebrite.com
For more information contact sales
© 2015 Cellebrite Mobile
Synchronization LTD. All rights reserved.