Presidency University

Presidency University

Name: Azmol Hossen

I’D: 193 046 067
Program: MBA/ EMBA
Semester: Spring’2021
Course: Service Marketing

Title: Assignment details are – MTTC Mobile Phone Repair and Refurbishment.
Supporting the Life Cycle of Technology

 CORE SERVICE

 SUPPLEMENTARY SERVICE
 Facilitating
 Hospitality
 Billing payment
 Safe keeping

 DELIVERY OPTIONS
 Locations
 Outlets

 DEMAND CYCLE
 Daily
 Weekly
 Monthly
 Yearly

 REVENUE MANAGEMENT
 Rate / Maintaining profit

 SERVICE RECOVERY STRATEGY

 CONCLUSION AND RECOMMENDATION

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 CORE SERVICE :
Company Name – MTTC
Service- Mobile phone repair and refurbishment.
Company address - Plot No. 22, Road no. 1/A, Block-J, Baridhara,
Dhaka-1212, Bangladesh.

Reliable care, quality and simplicity for their clients and their customers.
MTTC helps mobile phone and tablet users across Bangladesh stay connected no
matter what happens, through efficient device repair, replacement and renewal. We
do so in partnership with manufacturers, insurers, retailers and service centers,
making their work easier.
We know the value of mobility in people’s lives. And the importance, when devices
no longer work as they should, of seamless customer service that gets it right fast
and cost-effectively. Our solutions start with quality – original parts and manufacturer
techniques, plus ease of access. On top we add innovative order processing based
on total price clarity before you commit and efficient logistics for every need.
This approach makes the claims process simple, for quick fixes and replacements all
over Bangladesh by our team of top-notch specialists. In short, we see the real
person behind every broken phone. And we are committed to serving each one with
innovative thinking, the latest technology, environmental friendliness and the highest
standards of quality.
MOBILE PHONE REPAIR
Mobile device repairs must be quick, cost-efficient and totally reliable. It makes
business sense and keeps customers happy at crucial times in their relationship with
you. And MTTC makes that easy all over Bangladesh for manufacturers, retailers,
insurers and partner service centers.
MTTC is a one-stop-shop that specializes in fast, cost-efficient, and fully reliable
mobile repairs.
Our team of highly-trained technicians uses authorized state-of-the-art equipment
and world-class standards for quality management to bring the devices to their
former glory. Our service works exclusively with OEM parts obtained through a
partnership with manufacturers. MTTC has accreditations and direct access to
Samsung, Apple, Xiaomi, Huawei, and Vivo ECT. Spare parts supply and know-how.
MOBILE PHONE REFURBISHMENT

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Refurbishment is a perfect solution for placing broken or replaced devices back on

the shelf.
Our refurbishment service will reduce the costs of repairs and replacements for our
partners in retail, telcos, and insurance. After replacing the worn-out components in
phones, tablets, or smart watches with original parts, we wipe clean the personal
data according to GDPR standards. Later, the device goes through advanced
polishing and is ready to be re-sold or used as a replacement in a sustainable and
environmentally-friendly way.
 SUPPLEMENTARY SERVICE

 Facilitating

INCREASED CUSTOMER LOYALTY

Fast, easy and reliable repair of mobile devices at world-class standards of quality
(ISO 9001). Repeat repair ratio less than 2%.

BETTER COST AND PROCESS CONTROL

Total price clarity up front. Standardization of activities across Bangladesh. Multi-
channel real-time tracking. 

EASIER ENTRY TO NEW MARKETS

You can offer after-sales service anywhere in Bangladesh with no need for local
infrastructure, thus reducing the risk and cost of expansion.

SOCIAL RESPONSIBILITY
Device repairs and refurbishment reduce waste. Disposal methods minimize any
environmental impact. Efficiencies of consolidation reduce carbon emissions. (ISO
14001)

YIELD 92% - REDUCED OVERALL COSTS

Recovered parts and refurbished devices reduce your costs for repairs and
replacements, and reduce waste. Expertise and economies of scale allow us to
handle legally appropriate and environmentally friendly disposals more efficiently.

SOCIAL RESPONSIBILITY
Reuse and recycling reduces waste. Disposal methods minimize any environmental
impact.
NETWORK SIZE

 Hospitality
STAFF KNOW-HOW
We have more than 120 skilled employees

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A trusted and reliable Service Partner Network in more than 10 countries empowers
best-practice service delivery

 Billing payment
SMARTWEB
Easy submission site gives service costs by model, tracks order status in real time,
and lets clients confirm repair pricing after diagnosis or request a return with no
penalty.
REDUCED OVERALL COSTS
Get economies of scale as we consolidate clients. Deal with only a single
Bangladeshan provider. Transform fixed headcount costs into variable service fees.
Reduced bounce rate. Lower warranty costs.

 Safe keeping
Refurbishment is a perfect solution for placing broken or replaced devices back on
the shelf.

 DELIVERY OPTIONS
 Locations
Flexible and efficient device delivery within 1 working day in Bangladesh ensures
quick pick-up and return for a seamless customer experience.
Average turnaround is less than 2 days with true manufacturer techniques, original
parts, real-time online tracking of progress and a built-in quality check.

 Outlets

We offer fast repairs in our walk-in showrooms in the Baltics and high-end
factory repairs with DHL and UPS pick-up delivery integration throughout
Bangladesh with overnight delivery services in select

 DEMAND CYCLE

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More than 1.8 million successful repairs Average turnaround time 1.8 working days.
Repeated repair ratio < 2.5%.
We handle tens of thousands of repairs a month, completing most of them within 48
hours with less than a 2% bounce rate.

REPAIR EXPERIENCE
We handle tens of thousands of repairs a month and fix up to 92% of devices (yield)
we receive with only up to 2% bounce rate. All repairs and refurbishments are
performed using only original parts and authorized tools from Samsung, Apple,
Huawei, etc. making the refurbished device as good as new. Our service guarantees
a 48-hour turnaround time and includes integration with DHL and UPS so the device
will be back in order before you know it.
MTTC mobile phone refurbishment solutions reduce your costs in caring for mobile
device customers and contribute to advances in sustainability. Our integrated quality
management and environmental processes (ISO 9001 and ISO 14001) ensure
responsible handling of materials for reuse or recycling when that is possible, and for
proper dismantling and disposal when it is not.
We successfully manage more than 280.000 repairs and transactions each year

 REVENUE MANAGEMENT
 Rate / Maintaining profit
MTTC, an international provider of customer care for mobile electronics, is
preparing to move to new larger premises in the second quarter of 2020 as its
business in many Bangladeshan countries booms.
Revenue of the MTTC group surged 53 percent in 2015 to 13.5 million Euros as the
company handled 285,000 repairs of mobile devices, mainly at its Lithuanian service
base. MTTC now has subsidiaries in Latvia, Estonia and Finland, partnerships in The
Netherlands, Italy and Belgium, and also cares for global insurance company clients
in Sweden, Demark and Austria.
“Orders from international business partners keep growing and our main repair
centre in Kaunas is at full capacity, so we’re building new premises,” said Gintaras
Kručkas, the CEO of MTTC. “It will be the largest mobile-device repair facility in the
Baltic region and one of the most advanced in all of Bangladesh, both technologically
and in terms of efficient processes,” he said.

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The company plans in late May or June to move into the new 3,500 sq. m. facility
that it is currently building in the Kaunas Free Economic Zone. Investments in the
site total 2.5 million euros. It will handle some 30,000 device repairs per month.
Mobile operators opened two new service centers in Lithuania last year, somewhat
reducing MTTC’s share of the local warranty repair market. The company foresaw
and fully compensated for those losses by strengthening its positions in non-
warranty repairs and insured-event services both in Lithuania and abroad.
That means an 80-percent capacity increase in Lithuania, where innovative logistics
enable quick repairs of mobile phones, smart phones and tablets from all over
Bangladesh. MTTC completes 95 percent of all repair transactions in 3 days or less.
Support services are part of the value we create for clients, helping them to reduce
costs and allowing them to focus on their core business.

 SERVICE RECOVERY STRATEGY

SAMSUNG BALTIC SCREEN CARE
MTTC handles all repairs under a unique screen care plan offered in Estonia, Latvia
and Lithuania by Samsung and the IJSC Balta unit of CEE insurance leader PZU.
Customers who purchase Samsung mobile devices in the three countries get free
insurance for the replacement of broken screens.
AKROPOLIS QUICK-FIX ISLAND
MTTC added a quick-repair station for mobile devices in an electronics store at the
popular Acropolis shopping mall in Siauliai. We can help retailers create their own in-
store repair points. MTTC will assist in the design and installation of reception and
service areas, and can provide temporary staff plus training for the store’s own
technicians. We will also provide advanced repairs and ongoing full technical support
for such quick-fix islands, including but not limited to parts supplies, documentation
and IT systems.
NORDIC MARKET ALLIANCE
Simson Huoltopalvelu Oy, Finland’s repair leader for consumer electronics and
appliances, teamed up with MTTC to introduce our highly competitive services for
mobile devices on the Nordic market. MTTC manages the repair portal smarthuolto.fi
and all underlying processes, while Simpson earns extra by providing the venture
with collection points, local logistics and call-centre support.
APPLE AND BLACKBERRY TRIOS
MTTC works with mobile network operators and device manufacturers to provide
warranty service in specific markets. An example is the agreement in Lithuania
between MTTC, Apple and Omnitel for the after sales support of i-phones.
Blackberry and other devices are supported under similar trilateral agreements,
which sometimes include special treatment for VIP customers.
REGIONAL REPAIR PARTNERSHIPS

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Since 2012, MTTC has been the exclusive repair partner for Sony and Motorola in
the Baltics as well as Sony’s factory-level repair partner for Finland and Iceland.
Samsung has recognized MTTC as a best-in-class service provider. We also have
manufacturer warranty authorizations at multiple levels to repair and refurbish mobile
electronics made by Nokia, LG, Huawei, ZTE and Alcatel.
SERVICE-CENTRE FRANCHISES
The MTTC outlet at Ozas Shopping Centre in Vilnius is an example of the type of
mobile-device service centre that we offer to partners under franchise terms. We
assist in the design and installation of reception and repair premises, offer training
for staff, and take care of advanced repairs. MTTC supports franchisees on an
ongoing basis with its extensive industry know-how as well as with full technical
support, including but not limited to parts supplies, documentation and IT systems

 CONCLUSION AND RECOMMENDATION

OEM repair means that only parts produced by the Original Equipment
Manufacturer are used in the process. Original components and service tools ensure
the utmost quality of the service, the performance of the repaired device, and won't
void the warranty. Every component receives an out-of-box audit for the additional
quality check, so the repaired device will function as it did when it was brand new.

Key facts about MTTC Baltic base Founded in 2004 in Lithuania – a bd-zone leader
for economic growth, adoption of technology, and process efficiency, chosen by
global companies including Western Union and Barclays as a customer-service hub
Bangladeshis reach Advanced e-commerce repair channels in multiple languages
Further access via 300+ service and collection points flexible delivery anywhere in
Bangladesh in 1 working day
Growing alliance Subsidiaries and service partnerships in Italy, Finland, Netherlands,
Iceland, Estonia and Latvia (as of 2016)

Authorized services, original parts for nearly all phone and tablet models: Samsung,
Sony, Microsoft & Nokia, Apple i-Phone (Telia group), Motorola, LG, Huawei, CAT,
Alcatel, Prestigio, Just5, Estar and others.

Brand portfolio MTTC; Smarthuolto; Anyfix; Smartlagning

Experience More than 1.8 million successful repairs Average turnaround time 1.8
working days

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Repeated repair ratio < 2.5%

Achievements Deloitte CE Technology Fast 50 Awards (2009parent, 2014 Estonia
unit)
Samsung Award for Best Rapidly Developing Mobile Care Provider (2012)
Knowledge Economy Forum award for contributions (2011)

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