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Our client is one of the world's largest technology companies, delivering innovative consumer and enterprise devices to millions of customers worldwide. With an established device financing ecosystem already in place, the company continuously seeks to improve the customer experience while maximizing the value of assets throughout their lifecycle.
The client already operated a mature device leasing and refinancing ecosystem supported by multiple financing partners. Rather than launching a new commercial model, the objective was to professionalize and scale the End-of-Term (EOT) lifecycle as device volumes continued to grow across the EMEIA region.
Managing increasing numbers of returned devices required a more robust operational framework that could coordinate customers, funders, reverse logistics providers and IT Asset Disposition (ITAD) partners while maintaining a seamless customer experience. At the same time, the company wanted to maximize the residual value of returned devices, strengthen circularity, industrialize operational processes and create a long-term framework for End-of-Term, Guaranteed Buy-Back (GBB) and Guaranteed Buy-Out (GBO) programmes.
Black Winch partnered with the client to optimize and operate its End-of-Term ecosystem, creating a more efficient, customer-focused and scalable lifecycle management framework. Acting as an operational intermediary between all stakeholders, we helped coordinate the complete return journey, from customer engagement through to asset recovery, resale and financial reconciliation.
Strategy
We analysed the existing End-of-Term model, including contractual frameworks, regional variations, operational processes and stakeholder responsibilities, to identify improvement opportunities. Based on this assessment, we developed a refreshed End-of-Term strategy and a renewed operating framework for EOT, Guaranteed Buy-Back and Guaranteed Buy-Out programmes, designed to support long-term growth and operational excellence.
Sales
We helped shape a proactive refresh strategy that enabled sales teams to engage customers earlier in the device lifecycle and adopt a stronger refresh mindset. Customer communication, activation planning and return processes were redesigned to create a smoother, more consistent End-of-Term experience while improving programme participation.
Operations
Black Winch designed and optimized end-to-end operational processes covering customer engagement, return scheduling, reverse logistics, ITAD coordination, asset auditing, grading, resale, reporting and financial reconciliation. We also introduced improved workflows, communication tools and governance mechanisms to ensure consistent execution across multiple markets and partners.
Funding
We supported the evolution of the client's multi-funder strategy by improving coordination between financing partners and defining a more scalable operating model. We also contributed to the initial strategic thinking around an in-house financing capability to further streamline funding operations over time.
Circularity
Improving asset recovery was central to the programme. We enhanced End-of-Term processes to maximize the residual value of returned devices, strengthened collaboration across the reverse supply chain and reinforced circular lifecycle management by extending product value through refurbishment, resale and responsible asset disposition.
Launching an As-a-Service model is only the beginning. Long-term success depends on efficiently managing the entire asset lifecycle, from customer onboarding to End-of-Term, refurbishment and remarketing. Black Winch helps organizations optimize operations, improve customer experience and unlock greater value through circular business models.
Contact us to discover how we can help you build a scalable lifecycle management strategy.