Company Overview

In 2001 a long-time employee of a major wireless retail chain noticed a problem. Retail customers occasionally brought handsets into the company’s retail stores for repair or refurbishing. However, sending the phones to repair facilities often resulted in delays that were unacceptable to customers. So the employee, a problem solver with mechanical aptitude, began to make minor handset repairs himself in a company storage room.

Executives at the wireless retailer noticed that phones fixed in house could often be repaired more accurately and returned to users faster, satisfying customers. The executives, successful serial entrepreneurs, recognized a business opportunity. In 2002 they formed Wireless Works, a company that would offer not only repair services, but also a comprehensive set of wholesale products and services for the wireless industry supply chain.

The founders of Wireless Works accurately realized that many types of wireless businesses—wireless network operators, MVNOs, equipment manufacturers, retailers, agents and insurance/warranty program managers—need specific, high-value services within the life cycle of handsets and accessories. These services include: distribution, software customization, activation, testing, authorized repair (in-warranty and out-of-warranty), reconditioning, asset recovery, recycling and/or disposal.

Offering Flexible, Nimble Solutions

From the beginning, Wireless Works focused on providing products and services that help clients’ businesses thrive and deliver reliable, affordable wireless service for all. The company developed flexible, nimble solutions to customers’ supply chain problems. In addition, Wireless Works set high benchmarks for integrity, customer service, business processes and financial controls.

Wireless Works capitalized on the popularity and uptake of wireless communications services in the United States, where wireless has reached more than 66 percent market penetration. The company—which has experienced dramatic growth every year since it was launched—largely grew with repeat business and referrals from satisfied customers. Along the way, Wireless Works made significant investments in office and warehouse facilities, sophisticated software systems, best business practices and personnel and training.

Helping the Wireless Industry Flourish

Today, Wireless Works is an industry leader in providing integrated supply chain products and services. The company serves a diverse group of business-to-business customers representing nearly every segment of the flourishing U.S. wireless industry.

According to the Merrill Lynch Global Wireless Matrix, wireless is on course to reach 85 percent saturation in the United States in the near future. Wireless Works plans to help wireless businesses achieve that landmark. In addition, Wireless Works plans expansion to countries where its successful business model can effectively support local, regional and multinational wireless companies.

To staff this expansion, Wireless Works continues to recruit motivated employees who—like the enterprising individual years ago—find new ways to serve customers better.