Example of high level customer journey

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Select device and plan

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Register for protection & upgrade

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Customer damages device

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Customer select channel

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Customer upgrade exchange

  • Select device and plan

    Customer joins upgrade program

  • Register for protection & upgrade

    Customer signs up for the upgrade program
    Alchemy registers each new upgrade customer onto its database
    Alchemy invoices carrier partner

  • Customer damages device

    During Program Term
    • Customer checks the mobile app, online portal or calls customer care and goes through the device protection partner’s return process
    • Device Protection partner replaces device with either a new device or refurbished device (using Genuine OEM parts)

    Device Upgrade Determined ‘Damaged’
    • All upgrades processed through mobile app, and device condition self-test completed
    • If device is damaged, follow Device Protection process – Alchemy recipient of ‘new’ device

  • Customer select channel

    Customer can choose channel i.e.
    in store or registered post

  • Customer upgrade exchange

    Customer follows mobile app ‘self-diagnostic’ tests in preparation for device return and receives QR code. Customer then selects how they wish to execute the return:
    • In store: Customer can choose a store they would like to hand in their device and pick up their replacement device. App will show nearest store and instruct them to take QR code to store to minimise transaction time to <1min
    • Registered post: Customer receives the new device and a prepaid satchel to return their old device. QR code sent with old device, once new device arrives

Example of high level operational journey*

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Select device and plan

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Register for protection & upgrade

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Customer damages device

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Customer upgrade exchange

  • Select device and plan

    Carrier records customers activated on upgrade program onto CRM

  • Register for protection & upgrade

    • Carrier registers and records into CRM and Billing systems customers signing up for program

    • Carrier provides data feed of all customers signed up on program to Alchemy and Device Protection Partner.

    • Alchemy updates its own database

  • Customer damages device

    Customer checks the mobile app, online portal or calls customer care for options.

  • Customer upgrade exchange

    Customer follows mobile app ‘self-diagnostic’ tests in preparation for device return and receives QR code. Customer then selects how they wish to execute the return:

    • Calculate amount payable: Alchemy calculates EIP balance outstanding v FMV and settle correct amount with carrier partner

    • In store: Customer can choose a store they would like to hand in their device and pick up their replacement device. App will show nearest store and instruct them to take QR code to store to minimise transaction time to <1min

    • Registered post: Customer receives the new device and a prepaid satchel to return their old device. QR code sent with old device, once new device arrives