A niche mobile phone re-seller targeting the corporate market required a 24x7 customer care service for their customers covering everything from billing enquiries, technical support, handset support, activations, fault management, order management and logistics of mobile phone handsets, accessories and SIMs. They also required a partner that could provide a national mobile phone car kit installation service.

Solution

Following a tender process, Service Stream Solutions was selected to provide the end-to-end solution including Customer Care, Logistics, Installations and an integrated technology solution to manage work flow and customer contacts. Utilising Service Stream's vast experience in the mobile phone market a customised solution was developed and over time refined to provide the end customer with an excellent experience.

Outcome

In an environment where excellent customer service, flexibility and a commitment to continuous improvement is paramount, Service Stream in partnership with its client continues to successfully ensure that all KPIs and SLAs are achieved.