|[February 25, 2013]
Cellebrite Introduces Wireless Retail Industry's First Multi-Channel Diagnostics Solution
BARCELONA, Spain --(Business Wire)--
Today at Mobile World Congress (News - Alert) 2013, Cellebrite,
the market leader in retail mobile content transfer, backup, and
restore, today announced the availability of the industry's first and
only Multi-Channel Diagnostics Solution. This solution will help
wireless retailers significantly reduce the costs of fault diagnosis and
repair while improving customer satisfaction and loyalty. This new set
of "detect & correct" capabilities enable rapid in-store and remote
diagnosis and repair of common smartphone software issues.
Cellebrite (News - Alert) Multi-Channel Diagnostics reduces returns and repairs of
phones by as much as sixty percent. With typical return and repair costs
equivalent to $100 or more per device, retailers will realize
considerable cost savings due to repair avoidance. In addition to
hard-cost savings and increased customer satisfaction resulting from
repair avoidance, retailers deploying Cellebrite's Multi-Channel
Diagnostics will benefit from newfound operational efficiencies across
many key aspects of their business including sales, customer care,
reverse-logistics, and supply chain management:
By allowing customers to self-serve online or receive service from a
call-center agent, retailers shift troubleshooting to lower cost
channels while allowing more expensive store resources to focus on
revenue generating activities.
Customer care organizations gain access to an easy-to-use diagnostics
solution that reduces call volume through self-service and lessens
average handling time by allowing agents to gain access to the phone
remotely to run diagnostic tests rather than relying on the customer
to follow instructions.
In cases where customers prefer in-store support, agents can detect
and correct issues quickly and automatically by connecting the
customer's phone to the Cellebrite
Touch an following a simple set of touch screen commands.
With the reduction of new phone returns, the volume of no fault found
returns to OEM's will decrease, easing the burden often experienced by
reverse-logistics groups in managing returns.
With fewer new phone returns, retailers will need to hold less
Repair center volume will also decline, allowing retailers to improve
turnaround times for repairs while reallocating repair resources.
Rapid problem resolution is a key issue for customers who increasingly
rely on their smartphones for day to day activities. In a recent study,
the majority of users surveyed revealed that they would be unhappy with
losing sight of their faulty phone for any length of time at all for
repair, with three quarters of respondents believing that relinquishing
their mobile phone for up to 72 hours for common repairs at an offsite
center is completely unacceptable. Given the importance of maintaining
custody of a phone or device to customers, Cellebrite Multi-Channel
diagnostics bolster's customer satisfaction and loyalty by resolving
most problems without giving up access to the device-regardless of which
channel the customer chooses.
With the Cellebrite Multi-Channel Diagnostics Solution, wireless
retailers will for the first time be able to offer their smartphone
customers a choice of channels to detect and correct common problems.
These include in-store resolution using the stand-alone Cellebrite Touch
solution; through a simple app-based 'remote takeover' handled by the
provider's call center; or through self-resolution, whereby users can
explore and fix faults themselves guided by an on-device app or
self-help web portal. Only those phones with significant or hardware
issues will require and exchange or dispatch to a repair center.
The Cellebrite Multi-Channel diagnostics solution checks many of the
known sources of mobile faults including: CPU and RAM (News - Alert) performance,
memory, storage, network and device information, and problems with
self-installed apps. Cellebrite's solution also has the ability to
install flash software and to update older operating systems.
Yossi Carmil, Co-CEO of Cellebrite, commented: "We believe that this
solution will truly transform the way mobile providers deal with fault
resolution. It not only significantly reduces costs, logistics and
resources; it also boosts customer service and loyalty and ensures
customers are able to use their high value, revenue generating data
services as soon as possible. We look forward to delivering this
solution to the global market, particularly our existing customer base
which includes more than 200 of the world's largest wireless retailers."
The Cellebrite Multi-Channel Diagnostics solution is being
demonstrated on the Cellebrite stand (6D65 Hall 6) at Mobile World
Congress, Barcelona, from February 25 to February 28, 2013.
Cellebrite research with Opinion Matters, questioned 675 UK adults,
Phone (News - Alert) return data courtesy of a leading UK mobile operator that sent
60,000 handsets to repair center per month, at a cost of around $100
each. Sixty percent of the issues were software related.
Founded in 1999, Cellebrite is a global company known for its
technological breakthroughs in the cellular industry. The pioneers in
mobile phone-to-phone content transfer, today Cellebrite provides a
complete range of solutions for the mobile retail industry such as phone
to phone content transfer, backup & restore, diagnostics and application
and content delivery at the Point-of-Sale. Cellebrite works exclusively
with more than 200 wireless carriers worldwide including Verizon
Wireless, AT&T (News - Alert), Sprint/Nextel, T-Mobile, O2, Radio Shack, Orange,
Vodafone and many more.
Cellebrite is a wholly-owned subsidiary of the Sun Corporation, a listed
Japanese company (6736/JQ)
[ Back To TMCnet.com's Homepage ]