SPB enabled a telecom leader to embed smartphone protection seamlessly, strengthening customer loyalty, satisfaction, and operational efficiency through a smooth digital claims journey.
Challenge
A major telecommunications company wanted to offer high-value, loyalty-enhancing services to its customers. Its goal was to strengthen the customer relationship by protecting fragile but essential smartphones against everyday risks such as damage and theft.
SPB Solution
SPB deployed a comprehensive smartphone protection program, including:
- damage and theft warranties,
- local or centralized repair depending on the type of incident,
- replacement when repair is not possible.
The subscription is fully integrated into the in-store customer journey: customers can enroll directly when choosing their new phone.For claims management, SPB set up a dedicated extranet, enabling policyholders to manage their membership, declare claims, and track progress autonomously and in real time.
Impact
The telecom operator now offers a seamless protection experience that reinforces loyalty and customer satisfaction. The digital claims journey boosts operational efficiency, while the comprehensive coverage – repair or replacement – strengthens the value of the operator’s overall offer.