MCE and TELUS Enhance Mobile Klinik Trade-in Experience

Rhea-AI Summary

Mobile Klinik, TELUS' device care and repair subsidiary, and MCE Systems have launched a new end-to-end trade-in solution integrated into the Mobile Klinik Device Checkup app. This solution offers a seamless, digital-first trade-in journey for customers and operational efficiencies for TELUS. Key features include:

1. Instant assessment and valuation on the device through diagnostic tests
2. A connected retail experience using QR codes to transfer information from app to store
3. Reduced friction and uncertainty for customers
4. Accelerated in-store process
5. Integrated pricing and promotion engine
6. Direct connectivity to the warehouse for downstream efficiency

This innovation reinforces Mobile Klinik's position as Canada's leading smartphone repair brand and demonstrates TELUS' commitment to superior customer service.

Positive

• Launch of new end-to-end trade-in solution integrated into Mobile Klinik Device Checkup app
• Improved customer experience with seamless digital-to-store transition
• Operational efficiencies for TELUS through integrated pricing and promotion engine
• Enhanced downstream efficiency with direct warehouse connectivity
• Reinforcement of Mobile Klinik's position as Canada's leading smartphone repair brand

Negative

• None.

Insights

Tech Expert

The collaboration between MCE Systems and TELUS's Mobile Klinik subsidiary marks a significant advancement in the mobile device trade-in process, potentially impacting customer experience and operational efficiency. Here are the key takeaways:

• The new solution integrates on-device diagnostics with in-store fulfillment, creating a seamless omnichannel experience for customers.
• This digital-first approach allows customers to start the trade-in process at home and complete it in-store without repetition, addressing a major pain point in the industry.
• The integration of AI-led diagnostics and valuation tools could lead to more accurate and consistent trade-in offers, potentially increasing customer trust and satisfaction.
• For TELUS, this system may result in reduced operational costs and improved inventory management through direct connectivity with warehouses.

While innovative, the true impact of this system will depend on its real-world performance and adoption rate. If successful, it could set a new standard for device trade-ins in the Canadian market and potentially influence similar implementations globally. However, the technology's effectiveness in accurately assessing device condition and providing fair valuations will be important for long-term success and customer acceptance.

Market Research Analyst

This partnership between MCE Systems and TELUS's Mobile Klinik represents a strategic move in the competitive telecommunications market. Here's why it matters:

• The Canadian smartphone market is mature, with high penetration rates. In this context, improving the trade-in experience can be a key differentiator for customer retention and acquisition.
• By streamlining the trade-in process, TELUS may see an increase in device upgrades, potentially driving revenue from new device sales and service plan upgrades.
• The focus on a digital-first, omnichannel approach aligns with broader consumer trends towards seamless online-to-offline experiences, which could appeal to tech-savvy consumers.
• This initiative may help TELUS reduce e-waste by encouraging more efficient device recycling and refurbishment, aligning with growing consumer interest in sustainable practices.

While the immediate financial impact may be , this move positions TELUS as an innovator in customer experience. If successful, it could lead to improved customer satisfaction scores, potentially translating to lower churn rates and higher customer lifetime value. However, the effectiveness of this strategy will depend on customer adoption and the system's ability to deliver on its promises consistently.

The new Mobile Klinik trade-in experience uses MCE’s end-to-end trade-in solution to bridge on-device diagnostics with a seamless in-store fulfillment and backend integration to offer a connected, digital-first trade-in journey for customers and operational efficiencies for TELUS.

TORONTO--(BUSINESS WIRE)-- Mobile Klinik and MCE Systems Ltd., the pioneer of digital-first device lifecycle management (dDLM), have launched a new end-to-end trade-in solution integrated into the Mobile Klinik Device Checkup app.

(Photo: Business Wire)

Mobile Klinik is TELUS’ device care and repair subsidiary. It offers expert in-person repair, care, sales and services at retail stores across Canada – also providing the industry-leading MK Device Checkup app. This app gives customers a self-care tool they can use to diagnose and resolve issues, access new promotions, and receive a repair or trade-in quote.

Now, Mobile Klinik and MCE have made significant improvement to the trade-in journey through this new solution creating a holistic journey. Customers can start the trade-in experience on their device and fulfill the transaction in store without repeating any steps – solving a major pain point identified in MCE’s global research. Mobile Klinik can manage the entire journey with an integrated pricing and promotion engine available in any channel, and direct connectivity to the warehouse to maximize downstream efficiency.

As a result, the new solution enhances the customer experience for the trade-in journey reducing friction and uncertainty for the customer while accelerating the process in retail:

• Instant assessment and valuation on the device: Customers can do diagnostic tests in the app to access device assessment and valuation based on objective measurements of the device’s working condition – before visiting a store.
• New, seamlessly connected retail experience: On completing the valuation in the app, the customer receives a QR code. In store, the Mobile Klinik rep scans the code to review the results and finalize the transaction. This means the customer can start the trade-in journey on the app and complete it in-store without repeating any steps – a first of its kind in the Canadian market.

This new in-app experience underscores Mobile Klinik's commitment to providing a superior and seamless customer experience for managing their devices – in any channel. It also solidifies Mobile Klinik’s position as Canada’s leading smartphone repair brand.

Braden St. John, VP of Products, Marketing and Logistics, Mobile Klinik, said: “We are proud to lead the industry in delivering a truly digital-first customer experience with this end-to-end trade-in solution. Our priority is to provide our customers with the most accurate and seamless trade-in process, whether they start their journey digitally or in-store. This innovation not only simplifies the trade-in experience but also reinforces our commitment to being Canada’s most trusted, full-lifecycle, destination for all things mobile.”

Shlomi Silberstein, Managing Director, MCE Systems Canada, added: “The end-to-end solution enables an easy assessment by providing customers with intelligence at their fingertips, connected experiences across channels, and full pricing and promotional flexibility for TELUS. This new experience removes friction and uncertainty for customers, reduces operational costs and waste for TELUS, and allows TELUS to control the entire end-to-end experience. A true game changer for the Canadian mobile phone market.”

For more information, visit https://mobileklinik.ca/device-check-up/.

About MCE

Since 2005, MCE has been pioneering software and technology solutions for mobile operators and their partners in the telco and device ecosystem helping accelerate digital transformation of device-related journeys. Our mission is simple: Mobilize better Customer Experiences. We turn device-related headaches into competitive advantages with our end-to-end digital-first Device Lifecycle Management platform (dDLM). This AI-led, omnichannel platform delivers game-changing experiences across all device-related customer journeys – driving business velocity, margins, and NPS. MCE is a proven technology partner and highly acclaimed for its world-class products, innovation, and implementation through eleven straight gold awards – most notably at The Stevie Awards®. For more information, visit www.mce.systems

Follow us on LinkedIn at https://www.linkedin.com/company/mce-systems

About Mobile Klinik

Founded in 2015, Mobile Klinik is Canada’s trusted full-lifecycle destination for phones, tablets, and more. To support our vision for a more sustainable world, we help savvy consumers get the maximum value out of their technology through certified repair, refurbishment, and resale. By providing an alternative to buying new every 2 years and making it more convenient to repair vs. replace, we are committed to making a positive impact on the world, one device at a time. For more information, visit https://mobileklinik.ca.

About TELUS

TELUS (TSX: T, NYSE: TU) is a dynamic, world-leading communications technology company with more than $18 billion in annual revenue and 18 million customer connections spanning wireless, data, IP, voice, television, entertainment, video, and security. Our social purpose is to leverage our global-leading technology and compassion to drive social change and enable remarkable human outcomes. Our longstanding commitment to putting our customers first fuels every aspect of our business, making us a distinct leader in customer service excellence and loyalty. The numerous, sustained accolades TELUS has earned over the years from independent, industry-leading network insight firms showcase the strength and speed of TELUS’ global-leading networks, reinforcing our commitment to provide Canadians with access to superior technology that connects us to the people, resources and information that make our lives better.

View source version on businesswire.com: https://www.businesswire.com/news/home/20240730548223/en/

Izzy Kingcott

Isabel.l@mce-sys.com

Source: MCE Systems Ltd.

FAQ

What new feature has Mobile Klinik introduced for TELUS (TU) customers?

Mobile Klinik has introduced a new end-to-end trade-in solution integrated into their Device Checkup app, offering a seamless digital-first trade-in journey for TELUS (TU) customers.

How does the new Mobile Klinik trade-in process work for TELUS (TU) customers?

Customers can start the trade-in process on their device using the Mobile Klinik app, which provides instant assessment and valuation. They then receive a QR code to complete the transaction in-store without repeating any steps.

What benefits does the new trade-in solution offer to TELUS (TU)?

The new solution offers TELUS (TU) operational efficiencies through an integrated pricing and promotion engine, direct connectivity to the warehouse, and a streamlined in-store process that reduces transaction time.

How does the new Mobile Klinik trade-in solution impact customer experience for TELUS (TU) users?

The solution enhances customer experience by reducing friction and uncertainty, providing instant device assessment and valuation, and offering a seamless transition from digital to in-store completion of the trade-in process.