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Repair process over the phone – 80% of all problems solved directly
Last updated on: 17.11.2025
The essentials in brief:
- Over 80% of all technical problems are solved directly in the first phone call.
- The hotline works with trained specialists in second-level support – without scripts.
- A high first-call resolution rate saves time, costs, and reduces downtime in the company.
- Fewer returns mean less transport and greater sustainability.
- Only if necessary does the structured repair process with RMA and workshop inspection follow.
When a device stops working, many people first think of Returns and repair ticket. But with GRÜN aixtema Service begins much sooner – over the phone. Our technical support resolves over 80% of all inquiries directly during the initial consultation. This not only saves time and money, but also reduces unnecessary transport. In this article, we explain why our repair process begins over the phone, how our support works, and what this means for efficiency, the environment, and your satisfaction.
Why does the repair process begin over the phone?
The traditional repair process often only begins with the return of a device. With us, the repair process starts over the phone with a call to our support team : We resolve over 80% of issues directly on our hotline. This not only saves our customers valuable time but also avoids unnecessary shipping – a real win for efficiency and the environment.
How our technical support is organized
Our hotline is not a call center in the traditional sense. To ensure the repair process runs smoothly over the phone, we employ specially trained second-level support specialists. They communicate effectively with IT managers, immediately identify problems, and provide direct assistance.
Your benefits from the telephone repair process
A high first-call resolution rate means one thing above all for our customers: no unnecessary detours . Instead of waiting for feedback or shipping processes, they receive a working solution directly in the first conversation. This not only impacts customer satisfaction but also the cost-effectiveness of the entire repair process.
- No waiting times due to returns
- Problem usually solved within minutes
- Reduction of downtime in the company
- Fewer devices in the repair process = more sustainable
What makes our support special
Our colleagues don't work with FAQ scripts, but with genuine expertise. Every conversation is individual and solution-oriented. That's why we achieve a first-time resolution rate of up to 90% in some client projects.
Our repair process begins where other providers only create tickets: with the actual problem – solved immediately. This approach ensures that our telephone repair process is particularly effective.
The further repair process at a glance
If a problem can't be resolved via remote support, a return shipment with automated RMA creation follows. But that's only a small part.
Here you can find out how our entire repair process works.
Conclusion: The telephone repair process delivers real efficiency gains.
The traditional repair process is often lengthy: First, a ticket is created, then the device is sent in, checked, repaired – and eventually returned. GRÜN aixtema let's take a different path. Repair starts where it really counts: in direct conversation with our technical specialists on the hotline.
Thanks to our qualified second-level support, we resolve more than 80% of all issues directly over the phone. This means no unnecessary waiting times, no avoidable returns, and, above all, significantly less downtime for our customers.
This approach not only saves time and money, but also actively contributes to sustainability—because every device that doesn't need to be shipped reduces CO₂ emissions and resource consumption. At the same time, we offer the highest quality of service through personalized, expert advice without scripts or standard answers.
Frequently asked questions about the telephone repair process
Why does the repair process start on the phone?
Because many problems can be solved directly through expert advice – without return shipping. This saves time, reduces costs, and lowers the ecological footprint.
What is the first call resolution rate for telephone support?
For GRÜN aixtema The first-time resolution rate is over 80%. In some projects, we even reach up to 90%, as our hotline is staffed by technically trained personnel – without scripts, but with a systematic approach.
What are the advantages of a high first-time resolution rate?
Customers save on return shipping, waiting times, and downtime costs. Devices remain in use, and problems are often resolved within minutes—improving efficiency and sustainability.
What happens if the problem cannot be solved over the phone?
The return shipment is then processed automatically through an RMA process. The rest of the process follows our structured repair process, including quality control and documentation.
Martin Gudduschat
Chief Operating Officer (COO). GRÜN aixtema
From the strategic management level to the core of every project – this is his playing field. As a member of the executive board, Martin Gudduschat shapes directions and visions, while as a project manager, he translates goals into tangible realities. Innovation meets implementation.
As COO at GRÜN aixtema He is responsible for the business areas Repair, Returns, Rework and Refurbishment and stands for future-oriented customer solutions in technical service.
Contact inquiry
Send us a message if you'd like to learn more about our solutions. We look forward to hearing from you.