Overview: A global producer of Mobile Phones and Accessories found that consumers were continually requesting replacements for damaged or missing manuals for legacy products that were no longer available.

Being an organisation promoting consumer service excellence, the company was looking for a cost effective way to satisfy this small but important demand.

Solution: We installed an IVR line requesting consumers to leave their contact details and phone model number; our operators later transcribed the information into our systems. In conjunction with the IVR, a template was designed enabling consumers to complete a form on the client web site which we upload to our system each day.

Consumers could choose for the manual to be sent as either a CDR or as a printed document. Once all the details were received into our system, the consumer then received an auto-email to confirm their request was being processed and the estimated delivery time.

The legacy manuals are held as document files on a secure server with version control processes in place.

Orders are downloaded each morning, the requested manuals are printed and bound or alternatively burnt to CDRs, overprinted, and packaged for despatch to the consumer.

Benefits: Producing the manuals or CDRs on-demand proved to be a cost effective solution as it removed the threat of stock obsolescence. The solution achieved the goal of enhancing the consumer experience due to the simplistic nature of placing their order.

The range of legacy manuals we now hold is extensive. Over time we have built up an order history which supported us moving to a model whereby we produce low volume stocks for faster moving manuals. This served to further minimise the overall costs for the project and the client.