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Piceasoft’s new AI-powered self-service mobile device diagnostics bring a troubleshooting assistant to your pocket and boost phone circularity.
Piceasoft, Europe’s leading provider of mobile device lifecycle solutions, has expanded its Picea® Online mobile circularity platform by developing AI-supported self-service device diagnostics and troubleshooting capabilities. The new self-service features, currently being piloted with a major mobile operator, allow end users to remotely detect and resolve device issues or find the most relevant trade-in or repair options wherever they are.
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Self-service capabilities make it easier than ever for end users to access the right services to get the most from their mobile devices. There is no need to visit a physical store; customers can initiate the service from a link or QR code. The platform also enhances mobile operators’ customer experience, allowing them to promote the most relevant add-on services, such as trade-ins and repairs at the right time, uniting mobile operators, trade-in vendors, and repair centers as a full-service ecosystem.
“Picea® Online’s expansion into self-service opens up a whole new workflow for mobile operators and gives them greater access to new business opportunities throughout the entire self-service journey,” says Samuli Ylinen, Product Director at Piceasoft.
Adding: “The platform performs a personalized, AI-supported device analysis based on the issues experienced by the customer and then recommends resolutions for device problems. These allow operators to promote the most relevant add-on services, for example, trade-in, repair, or insurance, giving operators full control of the entire process through a single platform.”
The solution also promotes device circularity and prevents old phones from being scrapped and ending up as e-waste, as operators are able to offer trade-ins or repairs precisely when the customer needs them. Based on the results of the AI-supported diagnostics, operators can then provide tailored services addressing specific device issues experienced by the consumer.
“The new developments strengthen PiceaOnline as a comprehensive, all-in-one solution for mobile circularity. We’re effectively the middle layer between mobile operators and end customers, as well as the glue holding together all the ecosystem services from partners like trade-in vendors, repair centers, and insurance providers.” Ylinen explains.
Self-service, AI-supported diagnostics, and troubleshooting provide an additional time and cost-saving benefit by significantly reducing the number of No Fault Found (NFF) cases faced by mobile operators, retailers, and repair companies.
“According to our customers, as many as 60%-70% of devices sent for repair are recorded as NFF. NFF cases are very costly for operators and present a significant sustainability issue from the unnecessary shipping of devices that could have been fixed with the right self-service diagnostics,” Ylinen explains.
Adding: “Most often, these could be avoided if users were guided in the diagnostics phase to perform simple steps like rebooting their device, updating to the latest software, or freeing up some of the devices’ memory.”
Increasing the supply of used mobile devices
Despite high and increasing demand, the supply of used mobile devices in the European market remains low. As this demand continues to grow, the market’s success depends upon increasing the supply of second-hand devices, for example, through effective trade-in programs.
“From a sustainability and mobile circularity point of view, self-service has an extremely high potential to drive change,” says Samuli Ylinen, Product Director at Piceasoft. “There’s a severe shortage of second-hand mobile devices, but there is significant, and increasing consumer demand. One of the major challenges holding back device circularity is the fragmented nature of the process for trade-ins. By supporting customer-driven processes, operators can significantly incentivize trade-ins by providing the best deals for the customers, which helps put more sought-after second-hand devices back into the market.”
Picea® Online is a unique to the industry, all-in-one business platform for mobile operators, retailers, and trade-in vendors to offer device trade-in, support, repair, and recycling services across point-of-sale, e-commerce, and mobile channels.
