Advance Exchange
(Direct to Consumer)
With the Advance Exchange model, eSecuritel sends your subscriber a replacement handset quickly and conveniently, with return packaging for the damaged handset included.
With this option, the replacement is sent immediately following the subscriber's conversation with the call center. By having real-time access to customer data, our call center representative can collect the information and process the claim instantly. The benefits of our proprietary Handset Issue Tracking System (HITS™) continue with our fulfillment process that is easy to manage and track, providing real-time data from claim check, to shipping, to reporting.
Quick View of the Advance Exchange Process- Call Center receives call and adjudicates claim.
- Call Center requests handset inventory availability in HITS; collects deductible and any shipping charges from subscriber.
- Call center receives confirmation of inventory via HITS and order is placed; simultaneously HITS queues up requests to shipper.
- Logistics selects, packs and ships unit via shipper; information is sent to HITS.
- Call center receives shipment authorization and tracking number via HITS.
- Shipper delivers replacement unit to subscriber and HITS verifies the delivery.
- HITS updates claim information—CLAIM FULFILLED.
- Subscriber returns damaged phone to Logistics Provider using the packaging and prepaid label.
No Hassles
With our direct-to-consumer model, your subscribers contact us with any questions they have, eliminating your involvement in follow-up status calls.
This is yet another aspect of our goal to remove the hassles of processing claims for both you and your subscribers.