musicmagpie
Giving this circular economy pioneer piece of mind and proving knowledgeable support.
MusicMagpie are a UK-based circular economy pioneer, specialising in refurbished consumer technology with over 7 million customers and 295 physical locations.
Through a variety of methods, customers can sell to the musicMagpie service including through the use of SMARTDrop kiosks located in ASDA stores across the UK. These kiosks allow customers to deposit unwanted mobile phones in return for a cash payment and with positive benefit to the environment.
the challenge
We were recommended to musicMagpie by a professional who had previously worked with Pixel. The key objective of the project was to streamline the management and support of musicMagpie’s new SMARTDrop Kiosks, to ensure the smooth running of each kiosk’s media player, app touch screen, Wi-Fi antennas, internal cameras, QR scanner and internal mechanisms.
musicMagpie wanted a streamlined support service to proactively monitor their existing and planned future kiosks, offering them piece of mind that each SMARTDrop kiosk and its respective components were under constant monitoring and would be efficiently fixed, and back online, should they run into any issues.
Our Approach
We initially took over 25 kiosks, installing the Dise content management system and creating the integrations necessary to monitor the Kiosk’s hardware, allowing our in-house support desk to be automatically alerted to issues and have remote control of the kiosks from day one. As part of the system set up, we implemented our automated ticketing methodology, which ensures that support tickets are generated programatically through the system integrations employed, ensuring our support team are notified within seconds of a problem being detected and allowing them to carry out the necessary work to get those issues resolved quickly.
Throughout 2022 we have worked with musicMagpie to roll out of a further 295 kiosks, onboarding each one to the content management system and implementing our fully managed support service.
The Outcome
We work diligently to help musicMagpie avoid critical issues having a long-lasting impact on the physical presence of their business. Our fully managed service ensures vital components, key to a functioning kiosk, are up and running 24/7.
If problems can’t be resolved via our remote monitoring service, our knowledgeable engineers are on hand to attend site and fix the issue, while our Client Services team provide monthly 1-1 meetings to discuss roll-out programmes, review the number of tickets dealt with and highlight any reoccurring problems we have identified with the SMARTDrop Kiosk.
