xmc bpo logo
Case Study: Consumer Electronics

Revamped ticket management process to eliminate unnecessary cost to service centers

happy woman and child doing laundry
woman checking the washing machine

Our client

Our client is a subsidiary of a global consumer electronics brand. They are known worldwide for their innovative designs. In 2016, they ended with minimal revenue and they look forward to improving the process of repair service requests and accessory replacement.

Business challenge

Fifteen percent of the service orders sent to repair centers we trouble tickets, where no issue was identified on the equipment or the error encountered was a result of customer misuse.


person facilitating a training to other people
Restructured training curriculum. Induction training per appliance created to ensure understanding on troubleshooting the equipment.
graphic mockup of home appliances
Prioritization of skill set depending on performance of the appliance group they serve.
Top Non-Defect Driver Certification, to align everyone with the steps taken to resolve the issue.
Proactive appliance health check and dirty ticket management process to review misses on troubleshooting steps performed.


0 %
Improvement on First Call Resolution
0 %
Decrease in Non-Defect Transfers
0 %
Decrease in service repair cost
0 %
CSAT Improvement

More Case Studies

Media and Telecommunication
Media company achieves 30% increase in sales
Read more
Travel and Hospitality
Combining tactical and strategic actions to impact immediate results
Read more
Retail and Ecommerce
Improved market share and customer experience by effectively utilizing CRM tools
Read more