USE CASES

Type of Setup: Hardware Manufacturer (B2B)

PROBLEM

For hardware manufacturers, traditional repair processes involving shipping devices to centralized repair centers in Eastern Europe have become problematic. Rising transportation costs, customs delays, and occasional lost shipments create significant overhead. For minor repairs like USB port issues or loose keyboard keys, the process is particularly inefficient—the shipping and handling costs often exceed the actual repair value. Additionally, customers experience extended device downtime and face the risk of data loss or further damage during transit. This outdated approach negatively impacts customer satisfaction, brand loyalty, and ultimately increases total cost of ownership for the OEM.

SOLUTION

Service Planet's On-site Repair service offers OEMs a cost-effective, customer-centric alternative. For minor hardware issues, certified technicians visit customers at their preferred location—home or office—at a scheduled time. Repairs are completed while customers retain possession of their devices, eliminating shipping risks and minimizing downtime. The OEM maintains brand consistency through Service Planet's white-label approach, while significantly reducing logistics costs and improving customer satisfaction scores. Real-time repair reporting through Melissan provides the OEM with complete visibility into repair quality and customer feedback, ensuring service level agreements are consistently met.