Trade-in Uplift
Vodafone UK more than doubled its volume of trade-ins in the first year
Digital Mix
MyOperator accessible trade-in led to a large increase in the digital mix
Grade Variance
Trade-in discrepancies were reduced to low single digits
“ Carriers today are fighting over price ,” says Eitan Linker , “ instead of giving customers a truly differentiated experience .” He adds , “ once the customer is happy , everything else falls into place .”
Eitan Linker is Chief Commercial Officer at MCE systems , a device lifecycle management pioneer which transforms key device lifecycle moments – from set up , to service and care , to upgrade and trade-in .
MCE digitizes , automates , and connects these journeys so they ’ re fast , accurate , and yield a clear , actionable view of each device . It surfaces the smartest options at every moment , from repair alternatives to upgrade offers - empowering customers to get more value from devices , while spending less time managing them , and enabling reps to have more rewarding customer interactions .
Linker points to trade-ins as the untapped opportunity . “ There is too much friction and uncertainty about price in the current tradein process and that ’ s depressing volumes and leading to churn ,” he explains . With more than $ 200 billion worth of mobile phones just sitting in drawers across Western Europe and North America , operators and customers are missing out on a huge opportunity .
MCE helped Vodafone UK seize the opportunity , with a fully digital omnichannel trade-in solution , including a guaranteed price , enabling it to become the country ’ s trade-in leader . The price guarantee , an elusive goal due to discrepancies in grading , was enabled by MCE ’ s innovative , highly accurate AI-powered remote grading technology . The app put users ( and their reps ) in control while ensuring Vodafone achieved better margins . “ When the customer engages with diagnostics to grade their device ; the valuation is fully transparent . There ’ s a lot more trust in the final price .”
Consequently , Vodafone UK more than doubled its volume of trade-ins in the first year , lowered discrepancies , improved NPS , and reduced trade-in times , becoming the UK ’ s top carrier for trade-ins . It also increased upsells to premium plans and increased the digital mix . Vodafone led the market leading to a reduced mix of Never Traders of 89 % in 2020 to 47 % in 2022 .
For more information on how MCE is Mobilizing Customer Experience for the worlds largest mobile operator brands get in touch with Eitan at eitan @ mce-sys . com