Cellebrite, which produces devices that help retailers transfer customer information between mobile phones, has launched a new diagnostics tool. It takes advantage of the company’s Cellebrite Touch tablet to identify and resolve faults reported by customers. As a result, the number of phones sent to repair centres can be reduced.
Rather than issuing a loan or replacement phone and sending the suspected faulty unit to a repair centre - a process that costs an average $80 (£50), according to Cellebrite - the company’s diagnostic solution can identify the problem through a series of automated and interactive tests. If necessary, the phone can then be given a software upgrade without losing the user’s personal information.
Ron Serber, Co-CEO of Cellebrite, said “This new diagnostics tool meets a growing demand on an issue that regularly concerns our customers. It costs a significant amount of time and money to send a faulty phone from the high street store to the manufacturers repair centre for the identification and resolution of what is often a simple problem. Not only is this frustrating for the operator but also for the customer who can be left without a phone, or with a temporary device, for a considerable amount of time. But such problems can often be resolved within minutes in the store itself by the service agent diagnosing and fixing the problem at the POS. In this way, we are reducing the time and cost of fixing a mobile device off-site and dramatically improving the customer’s experience and overall satisfaction.”
|We’re speaking to Dave Golding, Cellebrite’s Head of Cellular Sales for the Rest of the World, in our podcast feature on Friday. We spoke to him last year when the Cellebrite Touch was launched; click here for that podcast or download the MP3.