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Client's Need

• In 2005, a large Smartphone manufacturer contracted Telamon for Return Merchandise Authorization (RMA) Coordination and Customer Care to respond to customer inquiries and issues relating to a wireless service provider’s telecommunication services. The manufacturer’s need was to consolidate two legacy call centers into one that would consistently meet Key Performance Indicators (KPI) and offer variable cost scale for services.
• Over the next several years, the manufacturer’s role as OEM and designer for various large cell phone carriers led our client to strategically brand an in-house phone. Technical Support for the carriers was a necessity, and our client needed a company with flexibility and demonstrated professionalism for their on-going technical support needs.
• With the introduction of the in-house branded phone lines, the client’s facility was unable to handle the large volume of repairs given the increased sales in the US market. Our client needed a company with previous repair experience and existing processes in place to make a smooth transition to ease the workload from their facility. Telamon became the solution.

Telamon's Solution

• Lower Price Points & Efficient KPIs
  Initially, the client needed a company that could reduce their costs and streamline their processes. Telamon offered them a variable contract model allowing them to consolidate two legacy contact centers to our facility. KPIs were tracked and made available on our “On-Demand” Client Portal.
• Documentation and Training
  Flexibility and consistency describe our approach to maintaining information and updates for nearly 70 of our client’s phone models. Our “TPS—Telamon Performance System” is an electronic database that tracks all trainings and updates for each agent for various models. It provides our operations team an at-a-glance report to indicate if all agents are up-to-date on the information they are providing to our client and the carrier’s customers.
• Repair Depot
  Given the high demand for both carrier and devices, increases in repair and RMA services spiked. The result of large volume increases taxed the staff at the client’s Repair Center. Identifying our client’s need, Telamon proposed to handle the repair of product lines easing the burden of KPI’s for the client’s team and decrease their overtime costs. Telamon’s project management team illustrated probable process flows that could assist our client in becoming more profitable by outsourcing. Our client contracted this service from us creating an opportunity for Telamon to repair both customer phones and retail return product lines. We now repair 74 models of our client’s devices.

Telamon's Value Added Service

• Customer Care and RMA Call Center Services
• Warranty Verification – Serial Number, IMEI and Part Number verification for US support
• Telamon creates RMAs for consumer mail-in repair requests
• Telamon acts as coordination hub to ship mail-in repairs to our Client’s facility
• Telamon acts as information hub for new product inquiries and liaison to direct consumers to appropriate tech support provider (Carrier support, Client contracted 3rd party, etc) based upon phone type
• Over 100 phone models supported
• Accessories Sales
• Phone order sales and credit card collection for accessory sales
• Over 200 accessories supported

• Repair
• Telamon provides Level 1 & 2 Repair for ALL phone model support
• Telamon is contracted to a 3 business day turnaround time for repairs from date of receiving
• Telamon purchases the component inventory direct from our client
• Telamon supports both IW (Client paid) and OOW (Consumer paid) consumer mail-in repairs
• Over 40 SKUs supported
• Retail Returns Management
• Telamon provides RMA on a lot basis (300 units per lot)
• Sort, Test, Clean, Scan, Re-flash and Repair as needed
• Turn Around Time averaging 1.3 days for repair, and is well under the contractual 3 day TAT

Phone number: 317.818.6888
E-mail: info@telamon.com
Fax: 317.818.6666