O2 mobile phone stores have cut handset repair claim times from 25 minutes to 10 minutes, after removing paper processes.
The retail chain has implemented software developed by Torex to improve claim handling, after it said slow processes were “damaging” its customer experience and affecting its ability to track phones it had loaned.
It has integrated the repair tracking system with its electronic point of sale technology, also supplied by Torex.
Staff now have a transparent view of the repair process, it said, and using the system they can track the progress of claims from when a handset is dropped off at the store to when it is returned to the customer.
O2 said it can also monitor more effectively average repair times and seasonal variations in demand for its repair services.
Mike Gadd, UK retail systems manager at O2, said it was crucial to eliminate paper from the process so that O2 could “deliver the best possible experience to our customers”.