Piceasoft, a leading European provider of mobile device lifecycle solutions, has enhanced its Picea® Online mobile circularity platform by integrating AI-supported, self-service diagnostics and troubleshooting capabilities. These new self-service features, currently being tested with a major mobile operator, enable users to remotely identify and address device issues or find the best trade-in or repair options from any location.
These self-service functionalities simplify access to essential services for end users, eliminating the need for physical store visits. Customers can initiate the process via a link or QR code. The platform also improves the customer experience for mobile operators by allowing them to promote relevant add-on services, such as trade-ins and repairs, at the appropriate time, thus, creating a comprehensive service ecosystem that includes mobile operators, trade-in vendors, and repair centers.
Omnichannel Workflow Enhancements
“Picea® Online’s expansion into self-service opens up a whole new workflow for mobile operators and gives them greater access to new business opportunities throughout the entire self-service journey,” explained Samuli Ylinen, Product Director at Piceasoft. “The platform performs a personalized, AI-supported device analysis based on the issues experienced by the customer and then recommends resolutions for device problems. These allow operators to promote the most relevant add-on services, for example, trade-in, repair, or insurance, giving operators full control of the entire process through a single platform.”
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The solution also enhances device circularity by preventing old phones from being discarded and contributing to e-waste. Operators can offer trade-ins or repairs exactly when customers require them. With AI-supported diagnostics, operators can deliver customized services that address specific issues faced by consumers.
“The new developments strengthen Picea® Online as a comprehensive, all-in-one solution for mobile circularity; we’re effectively the middle layer between mobile operators and end customers, as well as the glue holding together all the ecosystem services from partners like trade-in vendors, repair centers, and insurance providers,” Ylinen affirmed.
NFN as a Catalyst
Self-service, AI-supported diagnostics, and troubleshooting offer significant time and cost-saving benefits by substantially reducing the number of No Fault Found (NFF) cases encountered by mobile operators, retailers, and repair companies.
“According to our customers, as many as 60%-70% of devices sent for repair are recorded as NFF. NFF cases are very costly for operators and present a significant sustainability issue from the unnecessary shipping of devices that could have been fixed with the right self-service diagnostics,” Ylinen noted. “Most often, these could be avoided if users were guided in the diagnostics phase to perform simple steps like rebooting their device, updating to the latest software, or freeing up some of the devices’ memory.”
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Increasing the supply of used mobile devices in the European market remains a challenge despite high and rising demand. The success of the market hinges on expanding the availability of second-hand devices, which can be achieved through effective trade-in programs and other strategic initiatives.
“From a sustainability and mobile circularity point of view, self-service has an extremely high potential to drive change,” concluded Ylinen. “There’s a severe shortage of second-hand mobile devices, but there is significant, and increasing consumer demand. One of the major challenges holding back device circularity is the fragmented nature of the process for trade-ins. By supporting customer-driven processes, operators can significantly incentivize trade-ins by providing the best deals for the customers, which helps put more sought-after second-hand devices back into the market.”
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