Qcom provides a nationwide warranty management service to support an estate of ‘click and collect’ kiosks for a leading UK department store.

At a Glance

  • Supporting a nationwide estate of ‘click and collect’ kiosks
  • Guaranteed next-day field engineer visits supporting both hardware and software
  • Technical call back service resolves 15% of calls without on-site visit
Field RepairsField Repairs
Warranty MangementWarranty Mangement

The Need

Our client provides ‘click and collect’ kiosks to a high-profile chain of department stores.

To ensure a seamless in-store experience, the company needed a support partner which could offer a guaranteed next-day break-fix service for both hardware and software.

The Challenge

A nationwide team of field engineers would need to be trained to provide first-time fixes for both the hardware and software applications.

Engineers would also need to be able to re-image the kiosk, requiring them to re-load the software during the on-site warranty management visit.

Since all repairs take place on the shop floor, it would be vital for engineers to be trained to work quickly and discretely.

The Solution

We established a dedicated support line and email account for managing incoming requests.

Working with the client, we introduced a technical call back within 1 hour of a call being logged. This allows us to determine whether a fix can be achieved remotely for speedier and more cost-effective resolution.

Where a site visit is required, we guarantee next-working-day engineer attendance.

The Results

Qcom has provided this company with the nationwide warranty management service it required, and provides clear monthly reporting against the specified Service Level Agreement standards.

We have achieved 100% next-working-day attendance, and a 95%+ first-time fix rate on kiosk repairs.

An average of 15% of kiosk repairs are achieve through a technical call back, delivering significant savings in time and cost.

This successful partnership demonstrates Qcom’s ability not only to provide a guaranteed next-day field engineer response, but also to continually optimise it through innovations like the technical call back.

Rob Heritage
Qcom Operations Manager

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