Genpact successfully partnered with Amazon to optimize its Device repair outsourcing process. Leveraging our ContactUs.Ai CXM framework, we created an end-to-end solution for their 150+ million out-of-warranty devices, providing better customer support across a massive portfolio of hardware devices and facilitating optimize the entire process.
The impact that we brought in:
New avenue for supporting customers and enabling them to continue to enjoy using Amazon devices.
End-to-end tracking of customer request with the least amount of human interaction.
Proactive customer notification at each stage of the process.
Omnichannel customer interaction with virtual and live agents.
What was their challenge?
Amazon has process and regulatory requirements, including managing spare parts, handling service management operations, and providing customer service. One such regulatory requirement is the Right to Repair rules adopted in Europe by The European Commission. The right-to-repair rule requires electronic devices (such as smartphones and tablets) added to a list of products that must be built with repairability in mind.
To find out more about our solution, contact us.
Meet the team:
Mark Childs
Sr. LCP
Aaron VanWart
Account Owner
