| CASE STUDY: A total solution for one of the world’s largest retailers |
| SITUATION
When an extended service contract is purchased from this top ten retailer, our Solutions Center offers superior service and a positive, educational experience. Over 200 employees are equipped and ready to respond to customer needs with solutions. Each agent is trained to handle the sometimes intense and unfortunate events of product breakdown and malfunction. The Solutions Center agents must be able to troubleshoot and resolve hardware and software issues for computers, peripherals, PDAs, and digital cameras. The agents also strive to understand and determine any other technological needs and point the customer to a satisfactory solution. |
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| RESULTS Our Solutions Center for this retailer handled over 1 million calls, emails, faxes, and chat sessions last year for the retailer.
- Solutions Center exceeded client-established service levels throughout the year.
- Increased first-call resolution by 33%
- Less than 20% resulted in a service dispatch, which translates into the customer having his or her issue resolved quickly over the phone and not having to deal with the inconvenience of a repair.
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| CASE STUDY: A total solution for one of the world’s largest retailers |
| SITUATION The client, one of the world’s largest retailers, was not satisfied with the performance of its ESC program. Assurant Solutions took over the program and implemented the Assurant “Total Solution” to help this retailer achieve the full potential of its ESC. The total solution included customer relationship management, point-of-sale methodology, industry-specific marketing expertise, call center management, a service network, risk-management expertise, and legal and compliance expertise. |
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| RESULTS
Since the retailer’s transition to Assurant Solutions, ESC revenue has increased from approximately $57 million to over $153 million, or by 168%. This amazing increase was due to the following:
- Implemented Strategic Performance Management, which offers a consultative approach to the sales performance, customer service and store support of an extended service program
- Expanded coverage by increasing the assortment of eligible products
- Implemented new programs including an industry-first carpet care program
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| CASE STUDY: Strategic Performance Management in action at mid-size retailer |
| SITUATION
The client, a mid-size specialty retailer, had become disillusioned with the performance of its existing extended warranty provider. There was concern about a lack of information sharing and specific action plans for improvement. After taking over the account, Assurant Solutions implemented Strategic Performance Management. Elements included specialized instructional sales and service training, compelling POS marketing materials and a dedicated ESC management team. |
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| RESULTS
Overall, ESC total sales increased 27% in the first full year of Strategic Performance Management (SPM) implementation, and attachment rates showed a 21.1% increase. Assurant Solutions opened up new sources of revenue by implementing new programs including wireless replacement, accidental damage, and increased sales and profitability by 18.5% for our client. |
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| CASE STUDY: Providing an efficient and reliable service solution |
| SITUATION
The client, a top ten consumer electronics retailer, had an underperforming internal laptop repair service. Assurant Solutions was asked to provide a laptop repair-restructuring plan that would increase the efficiency and effectiveness of the consumer repair experience and lower costs. |
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| RESULTS Assurant Solutions provided the client with a solution based on our repair expertise that decreased severity cost of laptop repair by 57% and reduced repair cycle time by 50%. By working through our nationwide service network and our jointly owned repair facilities, Assurant Solutions was able to reduce costs for our client and improve the overall customer repair experience by reducing the inconvenience of product downtime. |
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