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Digitalise your Customer Care

 

 

SBE designed the GlobalCare software platform to help manufacturers, operators and insurers drive the digital transformation of their care and after-sales operations. GlobalCare enables you to design, manage and control the entire customer journey, irrespective of the channel chosen by the consumer to interact with your brand:

 

  • Online (web self-service portal)
  • in Store
  • via your Call Centre

 

Companies using GlobalCare can capitalise on a comprehensive range of pre-configured after-sales processes, while being able to tailor the solution to their needs thanks to fully customisable rules and policies. The platform is able to manage multiple types of after-sales and reverse logistics operations, such as: device diagnostics, booking of repairs and returns, loan device management, track and trace, online payment of chargeable repairs and optional fees, device buy-back processes (trade-in, trade-up, recycling), etc.

 

 

 

A proven solution

 

 

The GlobalCare platform not only manages all your frontend customer care processes, it also connects all your supply chain partners in the backend so as to improve efficiency and turnaround times. The SBE GlobalCare platform is offered as a SaaS subscription model (Software as a Service). It is hosted on SBE’s European private Cloud infrastructure. Numerous operators, distributors, insurers and device manufacturers already use SBE’s platform to optimise the management of repairs and returns and offer their customers a seamless care experience.

 

 

For more information, please visit our dedicated GlobalCare microsite.

 

 

 

Key figures

 

 

2 000 000

devices registered per year on the platform

 

 

10 000

agents use the platform every day (customer service and retail store agents)

 

 

45

supply chain partners connected (and growing)

 

 

 

 

  • Integrated diagnostics module for repair and return avoidance
  • Supports all kinds of reverse processes: repairs (in warranty, out of warranty), faulty returns, change of mind, buy-back, etc.
  • Powerful business rules engine to manage eligibility criteria (e.g. device status, customer segment…) and drive the relevant procedures and processes as per your service policy (e.g. standard repair, fast repair, product swap, advance exchange, loan device, insurance, etc.)
  • Integrated online payment gateways
  • Partner integration (couriers, repair centres, logistics hubs, etc.) though to standard webservice API
  • Integration of your internal systems (SAP, Amdocs, SalesForce, etc.)
  • Business Intelligence module for accurate and detailed reporting of all activities performed through the platform

 

 

 

 

Want to learn more?

For more details on our digital platform, please visit the GlobalCare microsite.
Visit the Microsite

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