{"id":7744,"date":"2018-03-29T17:45:03","date_gmt":"2018-03-29T17:45:03","guid":{"rendered":"https:\/\/michaeljbrumm.com\/dclcorp-phase2\/blog\/amazon-fulfillment\/customer-spotlight-icracked-phone-repair\/"},"modified":"2020-03-02T22:20:44","modified_gmt":"2020-03-02T22:20:44","slug":"customer-spotlight-icracked-phone-repair","status":"publish","type":"post","link":"https:\/\/michaeljbrumm.com\/dclcorp-phase2\/blog\/news\/customer-spotlight-icracked-phone-repair\/","title":{"rendered":"Customer Spotlight: iCracked, On-Demand Phone Repair"},"content":{"rendered":"

From beekeeping to running a winery, AJ Forsythe had dabbled in business. But it wasn\u2019t until, as a broke college student, he fixed a friend\u2019s cracked smartphone screen and stumbled onto a winning idea. Soon thereafter, classmates began asking for his services. That\u2019s when Forsythe roped his friend, <\/span>Anthony Martin,<\/span> into providing services with him. The next year, when they graduated from college, the two went to Silicon Valley and iCracked was born. <\/span>
\nBut the business is more than a screen fixing service. It\u2019s a time saver and a convenience. Most people know the time cost associated with having a broken phone screen repaired. You have to drop off your phone with a repair tech, leave it there and then head back to pick it up.<\/span><\/p>\n

On-Demand Phone Repair<\/h2>\n

\u201cIt\u2019s an ordeal,\u201d says John Lowe, Vice President of Logistics at iCracked. \u201cThe founders realized it only takes 20 minutes to an hour to fix a phone. So people were spending way more time going and dropping off\/picking up.\u201d <\/span><\/p>\n

Mitigating the hassle, iCracked uses software that routes a certified cell phone repair tech to the customer. It\u2019s on-demand phone repair. <\/span><\/p>\n

\u201cWe have a network of certified trained techs that will come to you, as needed, to fix your devices,\u201d Lowe said. \u201cThe techs choose the days, times and areas where they want to work, and they work from an app.\u201d<\/span><\/p>\n

To deliver on-demand service, iCracked maintains a stock of the replacement parts that are most likely to break on a variety of smartphones. These parts are shipped to DCL Logistics where they are stored.<\/span><\/p>\n

iCracked Outsources Order Fulfillment to DCL Logistics<\/h2>\n

Before working with DCL Logistics, iCracked insourced their parts stock. Lowe said their in-house processes weren\u2019t effective, leaving room for errors that affected customer service.<\/span><\/p>\n

\"\"

iCracked founders, AJ Forsythe and Anthony Martin<\/p><\/div>\n

\u201cLast year, we transitioned from insourcing to an outsourcing model using DCL,\u201d he said. \u201cWe had less structure than DCL. DCL is good at ensuring things are done right. Shipments to techs never suffer due to things being done wrong behind the scenes. They understand how to reliably get shipments out the door on a day-to-day basis and are good at discipline and processes.\u201d \u00a0<\/span><\/p>\n

Working with DCL has also helped to manage costs. Lowe says it was a challenge to anticipate fluctuations in service volume, as well as labor needs versus costs. <\/span><\/p>\n

\u201cNow that we are at \u00a0DCL, we have moved from a fixed cost model to variable, and this has helped us better manage our costs.”<\/span><\/p>\n

Adapting to a Shifting Market and Business Model Changes<\/h2>\n

While DCL came highly recommended, Lowe and the team at iCracked found their offerings were a natural fit for the company and its needs.<\/span><\/p>\n

Lowe says DCL\u2019s flexible approach to customer service has been a huge benefit to the team at iCracked. And, with business model changes on the horizon, this will only become more important.<\/span><\/p>\n

\u201cWe\u2019ll always have a B2C model but we\u2019re clearly moving to the B2B2C, working with businesses such as insurance providers to provide installation and repair services for their customers,\u201d Lowe said. \u201cWe\u2019re also expanding from phones to other IoT devices. With the proliferation of these types of devices, our mobile workforce can come to you to install a smart thermometer or smart lock.\u201d <\/span><\/p>\n

DCL\u2019s ability to adapt to their customers\u2019 changing needs is a primary benefit, in Lowe\u2019s opinion.<\/span><\/p>\n

\u201cThey understand our business needs change from time to time,\u201d he said. \u201cThey jump in to help us figure out the best way to resolve, rework, repackage or re-label. DCL\u2019s flexibility will be a key for us moving forward. We\u2019re going to change distribution patterns, shipment and packaging size. We know our business will evolve as tech changes, and having a partner like DCL that we know is going to be flexible and support us, and get involved with the solution, allows us to be more aggressive in our changes.\u201d <\/span><\/p>\n

iCracked has locations across the United States and Canada. Learn more at <\/span>https:\/\/Users\/michaelbrumm\/Local Sites\/dclcorp-phase-2-launch\/app\/public.icracked.com<\/span><\/a>. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

From beekeeping to running a winery, AJ Forsythe had dabbled in business. But it wasn\u2019t until, as a broke college student, he fixed a friend\u2019s cracked smartphone screen and stumbled onto a winning idea. Soon thereafter, classmates began asking for his services. That\u2019s when Forsythe roped his friend, Anthony Martin, into providing services with him. […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4],"tags":[68,19],"class_list":["post-7744","post","type-post","status-publish","format-standard","hentry","category-news","tag-customer-spotlight","tag-fulfillment"],"acf":[],"yoast_head":"\nCustomer Spotlight: iCracked, On-Demand Phone Repair - DCL Logistics<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Spotlight: iCracked, On-Demand Phone Repair - DCL Logistics\" \/>\n<meta property=\"og:description\" content=\"From beekeeping to running a winery, AJ Forsythe had dabbled in business. But it wasn\u2019t until, as a broke college student, he fixed a friend\u2019s cracked smartphone screen and stumbled onto a winning idea. Soon thereafter, classmates began asking for his services. That\u2019s when Forsythe roped his friend, Anthony Martin, into providing services with him. 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But it wasn\u2019t until, as a broke college student, he fixed a friend\u2019s cracked smartphone screen and stumbled onto a winning idea. Soon thereafter, classmates began asking for his services. That\u2019s when Forsythe roped his friend, Anthony Martin, into providing services with him. 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