Case Study: Vodafone improves customer experience with Ingram Micro Commerce & Lifecycle Services

Vodafone Improves Customer Experience with Ingram Micro’s Help

Vodafone, a leading cellular provider, wanted to improve its Net Promoter Score and overall customer experience by streamlining its returns and repair process. To do this, Vodafone partnered with Ingram Micro Commerce & Lifecycle Services to support both retail and ecommerce reverse logistics, as well as technical contact centre services.

Ingram Micro Commerce & Lifecycle Services implemented end-to-end reverse logistics support, including device testing, grading, accredited repairs, refurbishments, exchanges, refunds, and virtual diagnostics to resolve issues remotely. The result was fewer physical returns, better customer satisfaction, and stronger NPS performance, with 100% of customer repairs completed within 48 hours, 365K customer interactions each year, and 50% of Enterprise return requests saved.

Vodafone

Gareth Williams

Head of Logistics