Repair Avoidance

Approach  NFF devices / unnecessary repair submissions / invalidated returns cost the mobile industry €Millions every year  The only route to increasing customer satisfaction and reducing the total cost of ownership (within AMS) is to prevent these devices from being returned  Our proposition serves the end user customer at the four key engagement points  On-Device App and web based UI are deployed to provide solutions for each customer engagement point  Both the App and UI are mapped to an RMA gating process to facilitate repair submission / device retrieval / deport repair should the device be faulty

Proposition Architecture Regenersis Web Based User Interface Data Capture / Device Submission / Device Retrieval Initiated / Depot Repair Unassisted / Self Serve Troubleshooter with Device Simulator Remote Access / Assisted Troubleshooter RMA Gating Process App already on Device or pushed to customer First Time Resolution Repair Return Avoided ? 30% Success Opt for Assisted Support c.40% 60% Success Software Flash [OTA / Tethered] Repair Return Avoided ? Data Management [Back-up & Restore]

Deliverable Benefits “A comprehensive solution set that helps the end user customer manage conflict with their devices, ensuring those devices remain ‘sold’ and in their hands” “A complete lifecycle solution set that delivers a significant reduction in overall cost of ownership & churn, and increased loyalty & CSAT for our industry partners” 60% Reduction in the Average Handling Time (AHT) 60% Increase the First Time Resolution (FTR) rate Reduction in customer churn rates Increase in customer loyalty Overall reduction in Total Cost of Ownership (TCO) No reduction in ARPU, due to continued usage 30% Reduction in devices submitted for repair using Self- Serve / Unassisted diagnostics route 60% Reduction in devices submitted for repair using Remote Access / Assisted diagnostics route Increase in the NPS scores

Commercial Framework 50 / 50  No (monthly / annual) licensing charges  No ‘cost per click’  Risk & Reward  Regenersis reward based on true Repair Avoidance  Gain share agreement  50 / 50 split of the saved cost of each Service Event Example:  End User passes through troubleshooter application  If no repair submitted within 30 calendar days = Repair Avoided  Total end-to-end of that Service Event would have been €25 (estimate)  Gain Share = Client saves €12.50 and Regenersis’ reward €12.50