In-store repair
Increased customer satisfaction and revenue protection for KPN
Due to our long-standing relationship as trusted partners, the major telecom operator in the Netherlands, KPN, invited Teleplan to develop and operate a multiple “live repair” service in their Business Centers. These are KPN’s own branded stores for the business customer. The key driver for KPN was to increase customer satisfaction in this important target group. Customers with a defective mobile phone simply expect premier service from a premier operator.
Service unmatched anywhere
Teleplan and KPN co-created a simple but robust service concept with a unique proposition: “Walk in, walk out in 30 minutes.” The two companies made a schedule of repair services that could be performed in a “live” situation to match this promise. The concept was developed and piloted over a three-month period. Since then, KPN and Teleplan have further fine-tuned it. The result has had a strong impact on the customer experience and associated revenue protection. Even now, no other operator can match this service.
With the help of this in-store promise, repair became a unique selling point for KPN in the business market instead of a potential dissatisfier. Teleplan executes this managed service in a white-branding mode for KPN.
Customer loyalty grows
Today, six years after the introduction of the first store with this service, Teleplan operates “live repair” services for KPN in 30 stores. Almost 100 Teleplan technicians across the Netherlands assist end users, not only with defective devices, but also with settings and configuration of data solutions on behalf of KPN.
The result for KPN is a very high score on customer satisfaction surveys and increased customer loyalty, supporting revenue protection. KPN regards Teleplan as an experienced partner in high quality, multi-brand, independent in-store repair, acting as reference for the service. Teleplan carries out the service with loyalty to the OEMs, who cooperate in the service process.
“Teleplan has already been one of KPN’s valued business partner for several years. In the competitive environment where KPN is active it is essential to have a strategic partner for a quality execution and continuous optimization of costs in the Chain, with a high customer satisfaction resulting in a high Net Promoter Score. For this reason, KPN recently extended the contract with Teleplan”