The CCA Voice - Spring/Summer 2018 - 30

STRUCTURING THE FUTURE

Five Best Practices for Operating
Your Cellphone Repair Shop
iQmetrix's whitepaper, The Right Fix: Winning
with Mobile Device Service & Repair.

By Stacy Hamer
VP of Wireless, iQmetrix

T

he service and repair industry is
a hot market right now and as
more players get into the game,
the challenges of bringing repair shops
up to speed adopting best practice
standards is coming to the forefront.
With repair businesses ranging from
single locations to chains with several
hundred stores, we complied a starting
list of five best practices that will help take
your approach toward repair service to
the next level. This list is an excerpt from

1. Establish solid core
business practices.
Every retail business needs help tracking
cash, preventing fraud, preventing inventory
outages and managing churn. A centralized
retail management solution is essential to
help institutionalize these activities and
ensure they are rigorously followed.
2. Manage your parts inventory
and supply chain.
Purchase high-quality parts with lower
defect rates versus generic copies. The extra
cost may be more than offset in customer
satisfaction and saving re-work. Maintaining
a perpetual parts inventory lets you
know if parts are on-hand or need to be
ordered from a distributor. Work with your
suppliers to establish seamless processes for
replenishment and special orders.
3. Schedule service orders
with precision.
This requires real-time visibility into parts
on-hand and technician schedules. Don't

guess or hedge with a customer. Give a firm,
fact-based quote and deliver confidently
on the promise. Use a common platform to
communicate exact priorities to the bench.
4. Professionalize your
customer interactions.
Well-designed systems let you
standardize the initial service encounter
and organize order-taking. Carefully and
completely document repair orders.
Record all relevant information about
the promised repair as well as the
inbound condition of the device, then
capture a customer sign-off. What result
is expected? Was the case scratched or
dented when you took possession? It
all should be documented to prevent
misunderstandings at delivery time.
5. Help employees with
suggestive selling.
Deploy software to help guide
suggestive selling and add-ons, especially
at the time of pick-up. This helps the
employee to create a better experience
for the customer while boosting overall
profit. A simple reminder to offer a screen
protector or protective case can boost
profits on the service they just provided.
Embedding this in the POS software via
a pop-up or reminder screen affords the
employee better ability to sell to customers
without the hassle of trying to remember
all products and offerings.
Visit www.iQmetrix.com/Repair to
download the complete whitepaper for
more tips and advice on selecting your
business tools and discover how to be
competitive in this growing industry.
About iQmetrix - With our POS and retail
management solutions found in 19,000+
stores, iQmetrix is the largest software provider
for the North American wireless industry. For
nearly 20 years, as the single solution to core
retail challenges, we've proven to be the #1
partner for supporting wireless retail growth.
www.iQmetrix.com

30 THE
895429_Comtech.indd
1VOICE * www.ccamobile.org * Spring/Summer 2018

15/12/17 3:43 pm


http://www.comtechtel.com http://www.iQmetrix.com/Repair http://www.comtechtel.com http://www.iQmetrix.com http://www.ccamobile.org

Table of Contents for the Digital Edition of The CCA Voice - Spring/Summer 2018

Board of Directors/Staff
Chairman’s Letter by Brian L. Spurgeon
A Message from the President & CEO by Steven K. Berry
CCA’s 2017 Annual Achievement Award Winners
Coming Soon to a Phone Near You – eSIM™
Solving the 5G Regulatory Puzzle
Weathering the Storm; Using CCA as a Resource in Emergency Situations
Shifting Marketing Dollars to Effectively Catch Today’s Mobile Audience
The Power of the Private Network
(Infra)-Structuring the Future
Keeping Your Email Marketing Strategy Relevant as Subscriber Preferences Evolve
The Future of Wireless
It’s Just Business: Zero-Latency for LTE-based Mobile Computing Is No Longer a Technical Question
How Mobile Operators Can Maximize the Business Experience with Group Communications and Collaboration
The Critical Role of Cellular WAN Failover in Business: Expand Your Service with Fully Managed LTE Failover
“Calling” All Carriers – Do You Use IVR?
VoWiFi and its Impact on 9-1-1
Five Best Practices for Operating Your Cellphone Repair Shop
Dramatically Improve Your 4G LTE Network by Leveraging 5G Technology
Congressional Spotlight: Senator Maggie Hassan (D-NH)
Index of Advertisers
The CCA Voice - Spring/Summer 2018 - Intro
The CCA Voice - Spring/Summer 2018 - bellyband1
The CCA Voice - Spring/Summer 2018 - bellyband2
The CCA Voice - Spring/Summer 2018 - cover1
The CCA Voice - Spring/Summer 2018 - cover2
The CCA Voice - Spring/Summer 2018 - 3
The CCA Voice - Spring/Summer 2018 - 4
The CCA Voice - Spring/Summer 2018 - 5
The CCA Voice - Spring/Summer 2018 - 6
The CCA Voice - Spring/Summer 2018 - 7
The CCA Voice - Spring/Summer 2018 - Board of Directors/Staff
The CCA Voice - Spring/Summer 2018 - Chairman’s Letter by Brian L. Spurgeon
The CCA Voice - Spring/Summer 2018 - 10
The CCA Voice - Spring/Summer 2018 - A Message from the President & CEO by Steven K. Berry
The CCA Voice - Spring/Summer 2018 - 12
The CCA Voice - Spring/Summer 2018 - CCA’s 2017 Annual Achievement Award Winners
The CCA Voice - Spring/Summer 2018 - 14
The CCA Voice - Spring/Summer 2018 - Coming Soon to a Phone Near You – eSIM™
The CCA Voice - Spring/Summer 2018 - 16
The CCA Voice - Spring/Summer 2018 - Solving the 5G Regulatory Puzzle
The CCA Voice - Spring/Summer 2018 - 18
The CCA Voice - Spring/Summer 2018 - Weathering the Storm; Using CCA as a Resource in Emergency Situations
The CCA Voice - Spring/Summer 2018 - Shifting Marketing Dollars to Effectively Catch Today’s Mobile Audience
The CCA Voice - Spring/Summer 2018 - The Power of the Private Network
The CCA Voice - Spring/Summer 2018 - (Infra)-Structuring the Future
The CCA Voice - Spring/Summer 2018 - Keeping Your Email Marketing Strategy Relevant as Subscriber Preferences Evolve
The CCA Voice - Spring/Summer 2018 - The Future of Wireless
The CCA Voice - Spring/Summer 2018 - It’s Just Business: Zero-Latency for LTE-based Mobile Computing Is No Longer a Technical Question
The CCA Voice - Spring/Summer 2018 - How Mobile Operators Can Maximize the Business Experience with Group Communications and Collaboration
The CCA Voice - Spring/Summer 2018 - The Critical Role of Cellular WAN Failover in Business: Expand Your Service with Fully Managed LTE Failover
The CCA Voice - Spring/Summer 2018 - “Calling” All Carriers – Do You Use IVR?
The CCA Voice - Spring/Summer 2018 - VoWiFi and its Impact on 9-1-1
The CCA Voice - Spring/Summer 2018 - Five Best Practices for Operating Your Cellphone Repair Shop
The CCA Voice - Spring/Summer 2018 - Dramatically Improve Your 4G LTE Network by Leveraging 5G Technology
The CCA Voice - Spring/Summer 2018 - Congressional Spotlight: Senator Maggie Hassan (D-NH)
The CCA Voice - Spring/Summer 2018 - 33
The CCA Voice - Spring/Summer 2018 - 34
The CCA Voice - Spring/Summer 2018 - 35
The CCA Voice - Spring/Summer 2018 - Index of Advertisers
The CCA Voice - Spring/Summer 2018 - 37
The CCA Voice - Spring/Summer 2018 - 38
The CCA Voice - Spring/Summer 2018 - cover3
The CCA Voice - Spring/Summer 2018 - cover4
The CCA Voice - Spring/Summer 2018 - outsert1
The CCA Voice - Spring/Summer 2018 - outsert2
The CCA Voice - Spring/Summer 2018 - outsert3
The CCA Voice - Spring/Summer 2018 - outsert4
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