In-Store Fulfillment

Using the In-Store fulfillment model, your subscriber still reports the loss to one of our call center agents, who collects the information and processes the claim. From there, the customer is directed to one of your locations to receive the replacement, return the damaged handset, and pay the processing fee.

During the conversation with the call center, the claim information is entered into HITS™ (our proprietary Handset Issue Tracking System) and is available immediately for your store personnel to access at one of your approved locations.

There are essentially four tasks for your personnel when fulfilling a covered loss in-store. A step-by-step guide within the HITS application walks the employee through this simple process, which includes:

Verifying subscriber, fulfillment location, and loss status
Entering replacement handset information
Giving the subscriber the replacement handset
Collecting the processing fee.

The In-Store Fulfillment Model also provides your store personnel with the opportunity to interact with your customers, updating them on the latest program options and assisting with any upgrades on their handset.

Claim Save Program

We also have a Claim Save Program which contributes marketing dollars to store personnel whenever an initially filed-and-accepted claim does not result in a claim actually being fulfilled. This can happen for several reasons:

The store employee is able to upgrade the subscriber to new equipment or to a new contract
The employee is able to fix the phone at the store.
On rare occasions, the claim is found to be fraudulent in one way or another or does not meet the criteria for replacement.

All of these are categorized as Claim Saves and benefit all parties involved:

The Subscriber—gets a new phone
The Carrier—solidifies its relationship with the subscriber and extends the current contract for two years or more; you also share in the added profits from not having to fulfill this claim

This has become a very popular program with our carriers using the In-Store Fulfillment Model.

Call in, Pick up

With the In-Store Model, we process the claim over the phone, and then direct the subscriber to the most convenient store location for replacement.

Your employee can quickly replace the handset personally, while also capitalizing on the opportunity to discuss the latest program options with the subscriber.