MobileSwop Starter Briefing (Final) PDF

MobileSwop Starter V1.0 1  What is MobileSwop Starter? Features and Benefits MobileSwop Sell-against Target Audience Agenda Customer Journey Buy Flow Comms Touchpoints FAQ...

MobileSwop Starter V1.0 1  What is MobileSwop Starter? Features and Benefits MobileSwop Sell-against Target Audience Agenda Customer Journey Buy Flow Comms Touchpoints FAQ 2 What is MobileSwop Starter? Hassle-free device protection for SIM Only plans, offering coverage for one swop and one screen repair, including older devices. Standalone mobile add-on Bundled mobile add-on Eligible plans: Lite, Core, Plus, SOP30, SOP45 Eligible plan: Ultra, SOP55 Monthly subscription: $5.90 Monthly subscription: FREE (Worth $5.90 per month) Enrol your device* via Device Registration portal Enroll your device* via Device Registration portal *Device eligibility is restricted to 5 years from launch date Check here: https://mobileswop-singtel.asurion.com/starter 3 Device Eligibility & Device Registration (Enrolment) https://mobileswop-singtel.asurion.com/starter Landing page Device Eligibility Device Registration Note: 1. The link is currently linked to the existing Service Portal. 2. In future, it will be the above screens. 4 Confirmation Page Device Enrolment via SmartScan (Subsequent enrolment) Landing Page Pop-up message 5  Coverage details Delivery Schedule (Enhanced): 1 x swop Get your swopped device as fast as 2 hours (from acceptance time) 1 x screen repair Cut-off time to file a request is at 4pm the same day, 1x enrollment to another device as Mon to Sat. long as there was no prior swop Acceptance Time Delivery Time request within the past 12 months. 8am to 4pm Within 2 hours of the Acceptance Time *Subsequent enrollment will go 4.01pm to 7.59am By 11am the next day through SmartScan For requests filed from Sat (after 4pm) to Sun: Acceptance Time Delivery Time Sat 4.01pm to Sun 10am Sun before 6pm Sun after 10am By 11am the next day Service Fees (BAU): Swop Fees apply, based on the RRP Night delivery ($45 incl GST) of the device Operating hours: Mon to Sat, 6pm to 10pm (SR cut off time: 3pm) Features and Screen repair fees from $79 Walk-in for self-collection Benefits Asurion Tech Hub – 140 Paya Lebar Road #08-13 Singapore 409015 Operating hours: Mon – Sat, 9am to 6pm (Excl PH) *Last request at 4pm, last appointment at 5pm. 6 Scenario 1a: Customer requested for a swop followed by a device re-enrolment Scenario illustrating customer files for multiple device enrolment requests within 2 years Month 1 Month 2 Month 6 Month 9 User subscribes to User files a swop User attempts to User attempts to MS Starter request enrol another enrol another device device Month 26 Month 14 Month 13 Month 12 Earliest possible User attempts to User attempts to User attempts to date to file a file a swop enrol another enrol another swop / device request device device enrolment request 7 Scenario 1b: Customer requested for a swop followed by a device re-enrolment with screen repair Scenario illustrating customer files for multiple device enrolment requests within 2 years Month 1 Month 2 Month 6 Month 9 Month 10 User subscribes to User files a swop User attempts to User attempts to Screen Repair MS Starter request enrol another enrol another initiated device device Month 26 Month 22 Month 14 Month 13 Month 12 Earliest possible Screen Repair User attempts to User attempts to User attempts to date to file a initiated file a swop enrol another enrol another swop / device request device device enrolment request 8 Scenario 2a: Customer requested to enrol another device followed by a swop Month 1 Month 2 Month 6 Month 9 User subscribes to User enrol to User files a swop User attempts to MS Starter another device request enrol another device Month 30 Month 18 Month 12 Earliest possible User attempts to User attempts to date to file a files a swop file a swop swop / device request request enrolment request 9 Scenario 2b: Customer requested to enrol another device followed by a swop with screen repair Month 1 Month 2 Month 6 Month 7 Month 9 User subscribes to User enrol to User files a swop Screen Repair User attempts to MS Starter another device request initiated enrol another device Month 30 Month 19 Month 18 Month 17 Month 12 Earliest possible Screen Repair User attempts to Screen repair User attempts to date to file a initiated files a swop initiated file a swop swop / device request request enrolment request 10 Scenario 3a: Customer requested for multiple device enrolment Month 1 Month 3 Month 16 User subscribes to User files a swop User attempts to MS Starter request enrol another device Month 42 Month 41 Month 29 Earliest possible User attempts to User attempts to date to file a enrol another enrol another swop request device device 11 Scenario 3b: Customer requested for multiple device enrolment with screen repair Month 1 Month 3 Month 5 Month 16 Month 20 User subscribes to User files a swop Screen Repair User attempts to Screen Repair MS Starter request initiated enrol another initiated device Month 42 Month 41 Month 32 Month 29 Month 28 Earliest possible User attempts to Screen Repair User attempts to Screen repair date to file a enrol another initiated enrol another initiated swop request device device 12 MobileSwop Starter – Improvement from Pilot Trial (2023) MobileSwop Starter does not require sign-up during sales transaction. Each line can only have ONE MobileSwop Starter. MobileSwop Starter (Pilot) MobileSwop Starter (Enhanced) Benefits: Benefits: 1x Swop 1x Swop 1x Battery Replacement (only available from 1x Screen Repair Mar’24 onwards) 1x enrollment to another device within 12 months if there was no prior swop request Device have to go through SmartScan process for enrollment. First device enrollment only requires IMEI. Only applicable for SOP55 plan Second device enrollment (if applicable) requires SmartScan. Options to include across all SIM Only plans. Bundled exclusively for Ultra/SOP55 13  MobileSwop Sell Against. MobileSwop Starter does not require sign-up during sales transaction. Each line can only have ONE MobileSwop Starter. MobileSwop Starter MobileSwop Unlimited MobileSwop Family Premium $5.90 $20.19 (UP: $24.12/mth) $13.15/mth SIM Only Plans only Phone Plans, SOP IPP Phone Plans, SOP IPP Covers New/Existing devices Covers NEW devices Covers devices (Main-New), 1x swop tablets, Apple/Samsung Unlimited swops and one wearables 1x screen repair replacement Unlimited swops for all 1x enrollment to another Free Tech Assist devices and one replacement device within 12 months if (main only) there was no prior swop 1 screen repair request (Apple/Samsung) Free Tech Assist *No swop request can be submitted within the first 30 days of sign up (based on the date they receive the successful SMS from Asurion) Unlimited screen repairs 14 Target Audience MobileSwop Starter MobileSwop MobileSwop Family Unlimited Premium SIM Only plan users Heavy device users Families and multi-device users Owners of older devices Tech-savvy individuals Customers with high Cost conscious users New device owners device usage across BYOD users multiple devices Connectivity-focused users New device buyers 15 Sales pitch Extend your warranty, extend your peace of mind! Most phones come with just a 1-year warranty. But what happens after that? Unexpected phone repairs can be expensive and stressful. Now, with MobileSwop Starter, you can rest easy knowing that your existing device is covered, specially for our SIM Only Plans users! *Covers new and existing devices up to 5 years SIM Only plans: Lite, Core, Plus, Ultra. BTL targeting includes SOP30, SOP45, SOP55. Beyond the Basics: Covers both your new and existing devices, on a SIM Only plan. Hassle-Free swops: Swop your device if you face issues, saving you time and frustration. Screen repair: Accidents happen – repair your screen at a fraction of the cost (From $79). Affordable: Price as low as $5.90/month. Flexible: Change your mind to enrol another device with no added fees, provided you haven’t requested a swop within the prior 12 months. Essential: Device protection plan in the market don’t provide device care for existing. This is your opportunity to have it covered. Think of this as an extended warranty with extra perks. This plan ensures you are protected even if you’re staying loyal with your current device. 16 Customer Journey: Device enrolment process Program Enrolment Customer scans QR code Carrier sends enrolment Customer signs up for from pamphlet to access data (without device MobileSwop Starter Device Registration page registration) Device Registration Customer enrol Asurion sends Verified with Provide capacity registered Validate IMEI Confirm Details confirmation on device OTP & colour mobile details received Customer received confirmation Asurion sends Welcome Customer’s device is Customer submits Proceeds to email/SMS + Successful End protected service request claims portal Device Registration 17 Post Purchase DAY 1 - WELCOME EMAIL DAY 1 - WELCOME SMS Day 8 and Day 16 - SMS reminders Asurion Confidential  Device enrolment Main MS starter page Device enrolment page Submission message Access Enrolment Portal at Guide customer to enter their details Customer will receive an SMS upon https://mobileswop-singtel.asurion.com/starter successful enrolment, within 48 hours. Asurion Confidential Device successfully enrolled Email notification SMS notification Asurion Confidential Device enrolment unsuccessful Email notification SMS notification Asurion Confidential Device Shown in myAsurion Portal Asurion Confidential Customer Journey: Re-registration The enrolment process is the same as that for MobileSwop Family supplementary devices. Re-register your Start My add-Ons MobileSwop Starter SmartScan device My Singtel app Start SmartScan via MobileSwop Portal at www.mobileswopunlimited.com Only devices in good working conditions will be able to pass SmartScan assessment. Things to note when performing SmartScan: 1. You need a second mobile phone (any) to perform the scan 2. Remove any phone case and screen protector 3. Be in a well-lit environment Just follow the step-by-step instructions! 23 Buy Flow – CRM/RIM – Bundled 24 Buy Flow – CRM/RIM – Bundled 25 Buy Flow – CRM/RIM – Bundled 26 Buy Flow – CRM/RIM – Bundled 27 Buy Flow – CRM/RIM – Standalone 28 Buy Flow – CRM/RIM – Standalone $5.90 29 SA Form (Reference) – Captured during BRT $X.XX 30 Buy Flow – eCare https://singtel.com/myaccount 31 Buy Flow – eCare https://singtel.com/myaccount 32 Buy Flow – eCare https://singtel.com/myaccount 33 Buy Flow – MSTA 1. Protection category 2. Product details 3. Options to select Including respective T&Cs a MobileSwop Starter (no contract) 1 a b MobileSwop Starter (12- mth contract) c MobileSwop Starter Bundle 2 b *Once the selection had been made, the respective T&Cs will appear. c 34 Buy Flow – MSTA 4. Review purchase 5. Order Submission 35 Bill Description Mobile Protect (No Contract) X.XX MobileSwop Starter 5.41 36 Customer Care Handling Common Issue Action What If Then Customer has signed up for the Check in BCC if customer has a a) No – customer did not have this a) Please provision the MobileSwop service but did not receive any MobileSwop Starter add-on with service Starter. registration SMS (from Asurion) the signup date from launch (ie 13 next day? December 2024 onwards) b) Yes – sign up is from 10 Dec24 b) Please get customer to register onwards their device via this link. https://mobileswop- singtel.asurion.com/starter Customer would like to sign up for a) Not eligible to sign up [Case the service closed] a) On an equipment plan eg Phone plan b) Check if they are on an eligible a) Customer is on an eligible plan. a) Please provision MobileSwop b) On a SIM Only plan plan Starter. SOP30 b) Customer is not on an eligible SOP45 plan, eg SIM Only Starter. b) Customer will not be able to SOP55 enjoy MobileSwop Starter. They Lite can only sign up if they change to Core one of the eligible plans. Plus Ultra 37 GTM Strategy SFTP verification & Device Registration Info Check: Asurion received records should tally Published IT RFS with IT transmitted STPedia & Memo IT deployment to records. production Check device information tallies with what was registered 28 Nov’24 29 Nov’24 2 Dec’24 4-5 Dec’24 6 Dec’24 10 Dec’24 Billing Shop BRT verification Official Launch Sign up for Verification of MobileSwop Starter proforma bill Register an old device Test both the flows to IT and Asurion Ensure the service is reflected in MSTA 38 Comms Materials MobileSwop Website A6 Pamphlet SMA Draft of flow… still making the tweaks Starter M obileSwop Star ter H as sle-fr eed evice pro tection for SIM Only plans, of fering coverage for one swop and on es creen rep air , inclu ding older devices. MobileSwop Starter Signup 39  FAQ 1. What is MobileSwop Starter? MobileSwop Starter is a device care program that is specifically designed for customers on SIM Only plans. It offers one device swop every 12 months. Customers will also have access to a screen repair service. In addition, this is our first device care program that allows you to enrol your new or existing device without the need to sign up during the sales transaction. 2. Who is eligible for MobileSwop Starter? MobileSwop Starter is exclusively offered to our SIM Only plan customers. 3. How does MobileSwop Starter work? MobileSwop Starter entitles you to one device swop for any or no reason (e.g. damage) every 12 months. You will also have access to a screen repair service. 4. Do I need to sign up for MobileSwop Starter at the time I sign up/recontract my mobile line? No, unlike the other device care program, one of the key features of MobileSwop Starter is that it does not require sign -up during the sales transaction. You can choose to enrol in the program at a later time, offering greater flexibility. 5. How do I register my device into the program? You may do so via the Device Registration portal. 6. Can I enrol multiple devices under MobileSwop Starter? No, MobileSwop Starter is limited to one device per line. 7. Can I use MobileSwop Starter for both new and existing devices? Yes, MobileSwop Starter is open to new and existing devices, making it a great option if you have an older phone that you want to care for. 40  FAQ 8. How do I request for a device swop? If your device needs to be swopped, you can request through our one stop portal at www.mobileswopunlimited.com to access serv ice request. 9. Can I change my device after registration? You can change your device after registration, provided there was no prior swop request within the 12-month period. The second registered device might be required to pass through our SmartScan process to ensure eligibility. 10. How long does the subscription last? The subscription lasts as long as our SIM Only plan is active, and you remain enrolled in the MobileSwop Starter program. You can enjoy the features of MobileSwop Starter as long as your plan remains eligible. 11. How does MobileSwop Starter compare to the other device care programs? MobileSwop Starter is unique in its flexibility for older devices. It offers essential care without requiring upfront commitm ent at the point of device purchase, making it a great option for those looking for straightforward and convenient device care. 12. Do I need to pay for a service request? A service fee will be charged for each swop service request. Please view the relevant fees. 13. What do you mean by like-for-like swop? As compared to your original enrolled device, the swop device is/has: Of similar kind, quality & functionality New or refurbished Same or greater memory May be of a different brand, model &/or colour Delivered in plain packaging marked 'not for resale' & not in the original manufacturer packaging 41  FAQ 14. What are the delivery hours? Click here to view the delivery hours. Acceptance Time Delivery Time Mon – Fri, 8am to 4pm Within 2 hours of acceptance of the Service Request Mon – Fri, 4pm to midnight By 11am on the next day Mon – Sat, midnight to 8am Same day before 11am Saturday, 8am to 4pm Within 2 hours of the Service Request Saturday, 4pm to Sunday, 10am Sunday before 6pm Sunday after 10am The next day before 11am 15. What is the mode of payment for the service request fee? You can pay via credit card or cash. 16. Is there a warranty on the swop device? Yes, there is a 6-month warranty against malfunctions and defects that starts from the date of delivery. You may make a warranty claim at www.MobileSwopUnlimited.com. We will handle a Warranty Request in the same way as a Swop Request except that it will not coun t towards your Service Request limit and the Service Fee will not be imposed. Please note that detailed physical checks will be performed on the Device and the reported malfunction or defect must be present for us to process the Warranty Request. 17. If I am an existing MobileSwop customer (Eg MobileSwop Unlimited, MobileSwop Unlimited Premium, MobileSwop Family), can I change my plan to MobileSwop Starter? No, you cannot. 18. What happens if I change my plan to a non-SIM Only? Your existing MobileSwop Starter subscription will be terminated if you recontract or change plan to an ineligible price plan. 42  FAQ 19. What happens if I perform a change of ownership or transfer my line to a corporate plan? Your existing MobileSwop Starter subscription will be terminated. 20. What happens if my mobile line is suspended? If your mobile plan is suspended (by you or Singtel Mobile, for any reason other than a lost SIM card) for more than 1 month, the subscription will be terminated. We are unable to reactivate the service. 21. I have accidentally terminated my subscription. Can I reinstate the service? If the program has been terminated for an eligible device, the service cannot be reactivated for that same eligible device. 22. Can I upgrade my existing MobileSwop Stater plan? No, we are unable to accommodate to this request as there is restriction to the signup policy. 23. What devices are eligible for MobileSwop Starter? All models launched within the last 5 years and are currently selling / or have previously been sold by Singtel are eligible for MobileSwop Starter. These devices need not have been purchased from Singtel but must be licensed for use in Singapore. HUAWEI Mate XT Ultimate, HUAWEI Mate Xs and HUAWEI P50 Pocket are not eligible for enrolment. Click here to check if your device is eligible. 24. Where can I request for a screen repair? As subscribers to MobileSwop Starter, you have access to screen repair service that you may access once every 12 months. Plea se note that the screen repair service is a separate program from the Device Protection and is governed by its own terms and conditions. Visit here to learn more. 25. When can I raise a Service Request for my enrolled device? There is a 30-day freeze period from the day of decide enrolment into the program; thereafter you can start to raise a Service Request. 43