SmartXchange

The biggest challenge operators face today, is the ability to recapture high value handsets, which are needed the most. These particular handsets typically have the highest retail value, are needed to provide service and repair for newly introduced devices, and/or are specifically need to replace diminishing inventories.

SmartXchange^SM is a managed service that enables both wireless and fixed line carriers to proactively target and recapture valuable devices for reuse either as parts, refurbished units for warranty and insurance fulfillment, or potential resale. SmartXchange^SM is the only comprehensive, proactive recapture program specifically designed for the telecommunications market that offers a ground-breaking and patent-pending solution, designed to help communications providers realize multiple economic and environmental benefits. Furthermore, it is the only device recapture solution that allows an offer to be made at every customer touch point, including retail.

By the year 2020 analysts predict that there will be 50 billion devices in customers’ hands worldwide.  Less than 20% of these devices are recycled. The environmental pressure to recapture them when they are replaced or upgraded, rather than letting them end up in landfills, is a major challenge for operators on whom regulatory bodies worldwide are exerting mounting pressure. SmartXchange^SM enables companies to Go Green at the same time as they increase their revenues.

Developed as a new application in our Ascertain^® software suite, SmartXchange^SM is a web-based technology solution, fully managed by TMNG Global.  This turn-key solution facilitates the proactive collection of used handsets and manages the process from first contact and customer offer to return process with refurbishment, recycle or resell.

The SmartXchange^SM solution helps operators coordinate with incentive partners, interface with recyclers, track and manage device inventories and receive full, auditable reports through customized dashboards.

TMNG Global offers a full portfolio of incentive offerings in conjunction with its global partners as part of the program, or SmartXchange^SM may be integrated with existing operator loyalty or incentive programs.  

How it Works
By interfacing with selected customer data and “event triggers,” determined by the operator such as a customer upgrade or contract expiration date, SmartXchange^SM automatically sends a text message or email to targeted customers inviting them to return their used handset. SmartXchange^SM matches customer data with the related device,  then matches the device with an assigned value to incent its return.  SmartXchange^SM then generates a text message to the customer (email and automated voice is also supported) , making a corresponding offer for the customer’s used device.

The customer is invited to visit the operator’s web site, which has a fully branded customer interface (GUI), where the customer can:

• Verify the handset targeted for return
• Validate the condition of the handset
• Receive an estimate of the return value based on its condition
• Select an incentive appropriate to that value
• Download a prepaid mailing label and bar code for the return of the handset

When received by the operator, the device is either refurbished for inventory stocking or re-sold by a third party with a portion of the proceeds remitted to the operator.

SmartXchange^SM  features include:

Data & Communication

• Secure/encrypted data feeds
• Zero-rated SMS/MMS communications
• Branded e-mail communications

Custom Website

• Fully branded customer interface (GUI)
• Multi-language presentation
• Cross promotional marketing panels
• Intelligent device look-up
• Plug-n-play to preferred shipping provider and incentive partners

Support

• Branded customer helpdesk
• Toll-Free, e-mail, and live chat options
• Training and change management services
• Reverse data feeds to existing Care BUs

Administration  & Reporting

• Dashboards, KPIs, drill-down reporting (Web-based)
• Scheduled report and “Critical Flag” outputs (electronic)
• Group-based permissions

Logistics

• Warehouse receiving interface (GUI)

Benefits
SmartXchange^SM is the only comprehensive, proactive device recapture program specifically designed for the communications industry. As a managed service offering, SmartXchange^SM enables you to obtain a short term ROI,  economic opportunities and many other benefits such as:

• Ease of implementation and ongoing maintenance
• Fully automated, streamlined process with a short implementation period
• Inventory control of valued handsets (no flooded inventories with unwanted handsets)
• Little or no disruption to ongoing operations or impact on mission-critical resources
• Custom incentive options available from TMNG Global’s established partners or from your own incentive program
• Integration with churn prediction models to offset customer churn

Financial/Environmental Benefits

• Low-cost implementation using a “pay for performance” revenue model
• Increased inventory of component parts and refurbished units for insurance and warranty replacement
• Ability to satisfy environmental pressures and meet regulatory obligations
• The ability to target specific high value customer segments and improve customer retention metrics and revenues

Customer Experience

• By proactively reaching out to customers and offering incentives for their used handset, your customer has a positive customer experience
• Incentives to entice customers to remain with you and your service

Technical Framework
SmartXchange^SM is enabled through the framework of TMNG Global’s proven and award-winning  Ascertain^® software. The Ascertain^® module, IMNA, was created to manage the Identification, Matching, Notification, and Acquisition of any uniquely identifiable device and is specifically designed to interface with your existing systems such as:

• CRM, customer service and inventory, order management and billing
• Marketing programs such as retention, loyalty and upgrade promotions directly to your customers
• Third party incentive partners and shipping agents
• Churn predictor models

IMNA also leverages the powerful functions within Ascertain^® to create a comprehensive and scalable solution:

• Reporting: the existing dashboard capabilities deliver robust, high quality metrics
• Administration: the existing administration console provides all of the necessary components with minimal development
• Processing Power: the ability to handle large volumes of data with low latency support and real time customer interaction

Learn about Ascertain^® Business Assurance Suite

SmartXchange Brochure