Client

Optus is one of the largest telecommunications companies in Australia. They provide cutting-edge communications, information technology and entertainment services to more than 10 million customers each day.

Business Challenge

As mobile devices rise in importance as part of our day to day lives, Optus saw this as an opportunity to differentiate, by guaranteeing their customers never go longer than a day without their phone.

Optus sought to transform their customer experience, by streamlining their reverse logistics system, reducing the turnaround time via improved tracking and workflow and increasing the visibility of the step-by-step process to customers.

Approach

Solentive partnered with Optus to utilise our iterative process of workshops, customer engagement and prototyping, to provide Optus with an innovative program executed via a multi-year roadmap.

Using our hybrid development process and Microsoft stack technologies, Solentive developed a customised, automated system for Optus. The system helps streamline the return process by tracking and managing faulty devices from the first point of customer contact to final delivery.

Outcome

Rolled out to more than 300 Optus retail stores, dealers and resellers, Optus now easily track and manage devices being returned by customers, providing Optus with an ROI of $4 for every $1 spent.

Optus are now able to more accurately determine fault causes, improving the effectiveness of issue troubleshooting and reducing costs. Customer satisfaction has increased as customers can easily return and track their problem device, which ensures Optus can easily deliver on their promises to customers.