Consumers returning non-defective mobile devices for repair pose a significant challenge for mobile operators, retailers, and repair companies. Consumers perceive their mobile devices as faulty and bring them for repair, but nothing is wrong with them once tested. This is known as No Fault Found (NFF).
According to one of our mobile device refurbishing customers, up to 60-70% of smartphones received for repair fall into the NFF category, leading to substantial financial impact and costs.
This post outlines how Piceasoft’s solutions can help reduce NFF cases and enhance repair efficiency.
Offer Self-Support and Remote Diagnostics for Consumers
Service interruptions are highly inconvenient, and many consumers prefer self-service solutions for troubleshooting issues on their mobile devices. Offering a user-friendly device diagnostic service can often resolve many issues. Sometimes, a simple software update can fix the problem.
With Picea® Online, your business can enable consumers to run diagnostics on their mobile devices at home or on the go. Picea® Online is an all-in-one platform for companies to provide mobile device users with trade-in, support, and repair services across mobile, e-commerce, and retail channels. The platform empowers businesses, such as mobile network operators, to offer mobile device self-support and promote add-on services based on the consumer’s device condition.
Consumers can initiate the troubleshooting service by clicking a link or scanning a QR code. Device diagnostics, troubleshooting, and issue resolutions are provided with AI assistance and recommendations for additional services like trade-ins or repairs. Consumers can also be guided to the nearest repair point for further assistance, ensuring a seamless support experience. This user-friendly diagnostic service can often resolve issues without repair, directly reducing NFF cases.
Read more from this blog about how self-support for mobile devices can enhance service experiences using PiceaOnline.
Enhance the In-Store Service Experience for Repairs
Streamline Customer Check-In
When a consumer comes to your store or service point for assistance, there are multiple ways to speed up device diagnostics and increase the in-store customer experience. Offering the services through the PiceaOnline platform simplifies this process and helps to facilitate engagement with your consumers.
Rather than having consumers wait for available staff, consider incorporating a QR code in an in-store retail display to allow consumers to start diagnostics independently. This speeds up the process and provides immediate results for store personnel to assist further, improving customer experience and reducing wait times.
Serve Customers Anywhere In-Store
Equipping sales associates with tablets enables them to run mobile device diagnostics anywhere in the store. This flexibility allows for personal and efficient customer interactions, quick issue identification, and avoidance of potential NFF cases, enhancing overall service efficiency.
Complement Service Experience with Value-Added Services
Picea® Services application is a comprehensive suite of tools to enhance repair services in-store or at the repair point. Picea® Diagnostics offers automatic and thorough device testing with minimal human intervention. This speeds up the repair process and reduces potential NFF cases.
When devices need to be sent for repair, PiceaVerify ensures devices don’t have any user accounts or locks, while PiceaSwitch handles data transfer and PiceaEraser securely erases personal data. These services streamline repair preparation and safeguard customer information.
Solutions to Fit Various Repair Business Needs
Identifying device issues early in the customer journey is crucial to avoiding NFF (No Fault Found) returns. A proactive approach ensures a more efficient and customer-friendly repair experience. Depending on your business needs, you can reduce NFF cases, streamline the repair process, and enhance customer satisfaction with Piceasoft’s solutions:
- Offer value-added repair services in-store or at the repair point with PiceaServices point-of-sale application.
- The PiceaOnline platform is ideal if you offer self-diagnostics options for consumers at home or on the go or if you want to equip your in-store sales staff with tablets to assist consumers in-store.
- For businesses processing and refurbishing multiple devices simultaneously, PiceaVolume is a complete solution for refurbishment, ITAD, and repair centers.
For more information on how Piceasoft can help with your repair business needs and prevent NFF returns, please fill out the Request a Demo form to connect with us.
About Piceasoft
Piceasoft is a Finnish company, located in Tampere. Since it was founded in 2012, Piceasoft has created a unique set of software solutions to cover the whole lifecycle of mobile devices. These solutions create new business opportunities and enable a cost-efficient service for mobile operators and retail chains. Our innovative products are disrupting the mobile device buyback, repair, and recycling business. Our software products are easy to use and offer added value to the end-user, which means better ROI and user satisfaction. In short, we promise to Simplify Your Mobile Life.