The Carphone Warehouse have over 55 Express Repair Centres around the UK, and 850 retail stores, offering a 14-day repair turnaround time.

The Carphone Warehouse have over 55 Express Repair Centres around the UK, and 850 retail stores, offering a 14-day repair turnaround time. During these 14 days, customers will continue to contact the call centre to find out the location of their mobile. This puts a tremendous burden on the call center, answering over 20,000 enquires a week.

The online system allows users to enter their job number and postcode, and using an API connected to their internal systems, we were able to display this information direct to the customer. This ultimately costs Carphone Warehouse nothing per enquiry, but reduces calls to the call center by 80,000 a week. The Return on Investment for this system was less than a fortnight!

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