The Client Care Experience
Solving Mobility Fulfillment, Helpdesk and recycling of mobility devices permanently.
Our client is a leading global supplier specializing in sustainable packaging solutions, producing metal and glass containers for industries such as food, beverage, pharmaceuticals, and consumer goods. Their diverse product range includes bottles, jars, and cans. Operating internationally, our client is committed to sustainability, emphasizing recycling and reducing environmental impact. Through strategic investment in research and development, the company continuously improves its packaging technologies, collaborating with industry partners to drive innovation, reduce carbon emissions, and promote circular economy practices.
Faced with increasing demand from their American user base, our client needed a solution to address mobility fulfillment and inventory management challenges. Having already achieved significant success in their telecommunications auditing efforts, our customer turned to CBI Telecommunications Consultants for a tailored solution. CBI offered an experienced mobility helpdesk team with specialized expertise to support the company’s growing needs.
CBI worked closely with our client’s IT department to establish efficient call queues and a comprehensive ticketing system. Leveraging CBI’s Telecommunications Expense Management (TEM) platform, the mobility inventory was continuously maintained and updated as orders and requests were processed. Since May 2023, CBI’s helpdesk has handled 100% of mobility-related calls—approximately 100 per week—achieving an average speed to answer of 9 seconds and resolving 95% of inquiries within 11 minutes. These metrics place CBI’s Service Desk performance among the best in the country. Additionally, CBI’s ticketing system facilitated seamless processing of requests, including device orders and user information updates with vendors. The solution also included the deployment and management of a Mobile Device Management (MDM) platform, further enhancing operational efficiency.
By leveraging CBI’s industry expertise, our client eliminated the need to hire or train an internal team to manage their mobile device fleet. CBI’s professional support ensured smooth inventory management and regular catalog updates, allowing our client to focus on core business activities. The result was a highly efficient, employee-friendly mobility management system.
End-user satisfaction at this major company increased by 35% as a direct result of CBI’s solution. Hard-dollar savings funded the service entirely, and by incorporating CBI’s depot service, our client successfully recycled or redeployed 80% of off-boarded, upgraded, lost, or stolen devices. This initiative not only contributed to sustainability but also returned significant cost savings to our customer’s bottom line.
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