Wireless Carrier Seamlessly Launches New Product Across Channels

The Client

The client is a large US­-focused wireless carrier providing voice, messaging, and data services. With a focus on customer service and innovation, the company enjoys a leading position in the marketplace.

The Challenge

At a time when many wireless carriers were not selling refurbished merchandise across channels, an executive in our client’s organization envisioned an opportunity to develop a multi­channel refurbished device program, including both retail and online sales. The client engaged Strong­-Bridge to serve as the day­to­day product and business owner for the program.

The Solution

We acted as the project’s single point-of­-contact and owner for all cross-­functional issues and risks—driving multi­-departmental planning, coordination, communication, requirements gathering, implementation, and quality assurance. We worked with the client executive to develop and capture the business requirements as well as the customer experience for the new program. We also worked closely with reverse logistics, repair operations, retail, and web teams to define and document new processes, as well as to identify and overcome potential bottlenecks.

With a multi­disciplinary project like this, the client depended on us to communicate openly and clearly across teams, to listen for issues and concerns, and to develop effective mitigation and contingency plans. As the program moved forward, we also worked with implementation teams to ensure that the solution integrated cleanly with sales and support systems and processes.

On the marketing side, we helped with the retail merchandising approach for the refurbished products and developed training materials for the new program.

The Impact

We were able to successfully facilitate a smooth rollout of the new program and deliver on an aggressive schedule. The work spanned reverse logistics from retail store return through refurbishment and back to sale and also supported non­-resale use of refurbished devices within the company.