Optus is a leading provider of integrated telecommunications, delivering cutting-edge communications, information technology and entertainment services. At the core of the business are people who dedicate themselves to creating a better and connected Australia.
It’s difficult for anybody living in today’s society to go about their day without a functioning mobile phone. You’d feel alone and incomplete. Optus’ after-sales team, being responsible for repairing and replacing faulty mobile devices saw this universal issue as an opportunity to be prevented and solved for their customers. Optus wanted to automate, streamline and tighten their reverse logistics process.
More specifically, they wanted to track:
How many mobile devices were being returned at any one time
Which manufacturers were producing more faulty devices than others and;
Which stores were too readily replacing mobile devices where the customer was responsible for the damage
Using our hybrid development process, we developed a customised, automated system for Optus. The system helps track and manage faulty devices from the first point of customer contact to final delivery, including the provision of a loan phone.