When your phone is a business critical device, being without it for hours is highly disruptive. Going without it for days or weeks is simply not an option.
It's no surprise that a VIP priority replacement service which delivers in 2 hours is proving popular all over town.
It's a given that mobile phones are now a business critical tool; and a lost or broken phone can have an enormous impact on productivity - not to mention, security.
Senior management are seeing the benefits in having a plan for when the inevitable happens, and are subscribing in numbers to a new service which guarantees to replace their device in super quick time.
In August 2016, VoicePlus launched a new VIP service which delivers a brand new replacement smartphone within 2-4 business hours in the Sydney metropolitan area, and by 10am next day to interstate capital cities.
Born of Desperation
VoicePlus Customer Service manager, Magdalena Chung, said the new VIP service was born out of a very panicked CEO calling for help. She explains:
"The idea for the priority replacement service came about from an experience we had with a senior executive from one of our biggest customers.
He was walking into Sydney airport to travel overseas for business when he dropped his phone and completely smashed the screen. He was frantic when he called us hoping to sort out a replacement phone before he flew out.
We were able to access his Telstra customer record on our database and know exactly what device and service plan he had. Luckily we keep stock on-site so we were able to pluck a new phone off the shelf immediately. Our inhouse MDM team were able to configure the phone for him with email set-up and security settings.
We sent our senior account manager on a mad dash to the airport to personally deliver the phone before the flight departed.
From this experience, and others when senior staff have needed urgent replacement phones, we realised there was a need to develop a super urgent replacement service."
Delivering to VIPs in 2-4 hours
It took some rethinking of our business processes and collaboration with a reliable courier company to get the Priority Replacement service off the ground, says VoicePlus founder, Michael Giffney.
"This service is pushing the boundaries of customer service. We saw a need for business-critical devices to be replaced and delivered to the customer as fast as possible within the constraints of the telco carrier and courier services we partner with. We then figured out how we could reliably deliver."The VIP Priority Replacement service guarantees to have a replacement device of the same make and model configured, connected, and delivered to a customer in the Sydney metropolitan area within 2 to 4 business hours.
Requests after 2pm, out of business hours, or from interstate capital cities are guaranteed a replacement device by 10am the following day.
The Standard Priority Replacement service guarantees next day delivery if an order is placed before 2pm; and the following day after 2pm.
VoicePlus's follow-up process also includes repair management and asset management.