Cellebrite has introduced a new capability that allows content transfer to begin in-store.
It uses the Cellebrite DeskTop, Cellebrite Touch, or Cellebrite iPad/tablet platforms and continue in the customer’s preferred location using the Cellebrite P2P Transfer solution delivered via an on-device app. This new ”hybrid” service delivery model minimises time and effort at the point of sale by transferring only the content from an old phone needed for a customer to obtain immediate productivity on a new device, while shifting the more time-intensive task of moving large volumes of multimedia data to a self-service channel.
By freeing up valuable sales resources, the Cellebrite hybrid transfer solution enables operators and retailers to accelerate revenue by increasing transaction volume and allowing sales representatives to reallocate a portion of the time spent facilitating content transfer to selling customers additional products and services—enhancing customer relationships and ARPU at the same time.
When deploying Cellebrite’s Self-Care Diagnostics solution in conjunction with the Cellebrite P2P transfer solution on the customer’s phone during the initial sales transaction, mobile operators and retailers can ensure continued satisfaction by giving customers the ability to detect and resolve problems themselves. Enabling self-service diagnostics obviates the need to contact customer care or return to retail locations when phone problems occur.
An industry first, Cellebrite’s hybrid data transfer offers mobile operators and retailers unprecedented flexibility in controlling the service delivery mix needed to meet a customer’s needs while managing wait times in the store. The increasing size of mobile device storage capacities can make transferring all of a phone’s content at the point of sale impractical. Customers, however, still want to walk out working. Cellebrite’s solution allows store representatives to quickly transfer critical content like contacts and email accounts through the connections of a Cellebrite DeskTop, Cellebrite Touch or Cellebrite iPad/table platform, while the balance of the phone’s content – often photos and videos that consume gigabytes of storage – are moved to the new device through a secure, branded mobile app in the customer’s car, office or home. A wide range of content category selections, file sise thresholds and transfer duration estimates allow retail associates to choose what and how much content to transfer depending on each customer’s needs and store traffic. Cellebrite’s hybrid solution supports universal content transfers for thousands of smartphones and feature phones.
Cellebrite’s hybrid transfer solution is the latest contribution to the company’s portfolio of next generation customer experience management solutions. Mobile operators and retailers can build loyalty after the sale with Cellebrite’s multichannel Diagnostics to detect and correct the problems customers complain about most. Cellebrite’s advanced diagnostic capabilities include unique capabilities such as patent-pending battery tests that pinpoint the true cause of battery drain, application performance testing, and real-time integration with industry leader, Webroot, to identify and remove dangerous mobile malware. Addressing these issues with lab quality results in the self-service channel minimises customer frustration that can lead to churn while unburdening store and call center resources. Tight integration of channels and applications, all powered by a singular data engine and reporting system ensure consistent, high-quality service for all customers at every step of their mobile journey.
“As smartphone storage capacities grow and the number of software-related phone problems rise, providing superior service without compromising sales or increasing cost can be challenging. The combination of Cellebrite’s in-store and on-device solutions helps mobile retailers and operators deliver consistent, branded, high-quality purchase, content transfer and repair experiences for all their customers, no matter their location,” said Amir Lehr, EVP, products & business development mobile lifecycle at Cellebrite.
