Welcome!

API Journal Authors: Karyn Jeffery, Pat Romanski, Elizabeth White, Kevin Benedict, Anders Wallgren

News Feed Item

What Consumers Want: Fast Service Experience, Grade A Customer Satisfaction

From the 2013 International Consumer Electronics Show, N.E.W. Customer Service Companies (NEW), the leading global provider of extended service plans and product care, will share insight into NEW’s fully managed service experience and recent innovations that are driving Grade A consumer satisfaction ratings, earning an A+ rating with the Better Business Bureau and building loyalty for leading retailers. Also, NEW will share data on how increasingly smarter, more fragile and more mobile technology is posing increasingly greater challenges for consumers in cost and feasibility of repairs.

“We understand how the wants and needs of consumers are changing, and we are offering services that fit the consumers’ lifestyle, delivering support when they want it and through the channels they prefer,” said Tony Nader, president and CEO of NEW. “We are well aware of the critical role electronic devices play in our lives today. In response, we have built a seamless, branded service experience, engaging our people, processes and proprietary technology to ensure consumers are satisfied at every touch point throughout their product ownership experience.”

As a result of NEW’s technology innovations, the company and its network have been able to reduce overall turn times for consumers, which has garnered tremendous customer satisfaction. In 2012, out of nearly 1 million customers, 94 percent ranked NEW customer support 4.7 out of 5 stars. In many cases, these consumers encountered a replacement, depot or in-home service experience and they had the ability to manage their experience via Web or by calling one of NEW’s 24/7, U.S.-based call centers.

Consumers are on the go

According to eMarketer, there were an estimated 115.8 million smartphone users in the U.S. by the end of 2012, and that number is expected to grow to 176.3 million by 2015. To better service mobile and online consumers, NEW has enhanced communication touch points throughout the consumer experience. In 2012, NEW launched more than 40 retail-branded care portals, making it even easier for consumers to connect with retailers, file claims and get important information through a number of enhancements, including:

  • Quick and easy login — use Facebook/Google credentials.
  • Paperless — upload and save product receipts rather than filing away hard copies.
  • Real-time updates — check status of claim(s).

Registration for these portals has nearly doubled since 2011. For consumers who don’t have time to log in to a portal, NEW also issues email status updates throughout the entire claim process via its innovative communication gateway technology, which launched in early 2012.

Partnering with the servicer

NEW has built the largest servicer network in the country, with more than 35,000 vetted and screened product repair and service partners. When it comes to service, particularly with electronic devices, consumers want a quick solution. This is specifically why NEW has provided its network with tools and technology to deliver an exceptional experience in the field.

NEW’s servicer network has access to proprietary technology including:

  • ServiceBench®, a subsidiary of NEW, is the premier provider of integrated service management solutions used by the world’s leading manufacturers and retailers to manage in- and out-of-warranty service events. In 2012, ServiceBench went mobile, enabling servicers to provide NEW with real-time service updates and improving the customer service experience. Further features and enhancements to ServiceBench are set to be announced by spring of 2013.
  • NEW’s Online Parts Portal sources parts from more than 15 top parts distributors into one location, providing NEW and its servicers greater access to a variety of hard-to-find parts, which is a growing trend in the industry.
  • NEW Command Center combines people, technology and processes to track and monitor service events and correct or influence the service event before it reaches a delayed status. This team communicates with the service network and facilitates access to parts. In 2012, NEW received a Gold Stevie® in “Best Use of Technology in Customer Service” for its Command Center system.

To learn more about NEW at CES, visit the online press kit. NEW will be exhibiting in Booth No. 8652 in Central Hall, Las Vegas Convention Center.

About N.E.W. Customer Service Companies LLC

NEW, together with its affiliates and member companies, is the leading global provider of extended service plans, buyer protection services and product support, providing coverage to more than 150 million consumers around the world. Founded in 1983, with headquarters in Sterling, Va., NEW provides award-recognized post-sale consumer care for leading retailers, consumer service providers, wireless carriers and financial services firms across North America. NEW delivers a comprehensive customer care solution that begins on day one of the product purchase and extends through the end of the product life cycle. The company has an A+ rating with the Better Business Bureau. For more information, please visit NEW at http://www.newcorp.com, or call 1-800 WHAT’S NEW (1-800-942-8763).

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
SYS-CON Events announced today that EastBanc Technologies will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. EastBanc Technologies has been working at the frontier of technology since 1999. Today, the firm provides full-lifecycle software development delivering flexible technology solutions that seamlessly integrate with existing systems – whether on premise or cloud. EastBanc Technologies partners with p...
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MangoApps provides modern company intranets and team collaboration software, allowing workers to stay connected and productive from anywhere in the world and from any device. For more information, please visit https://www.mangoapps.com/.
SYS-CON Events announced today that Super Micro Computer, Inc., a global leader in Embedded and IoT solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Supermicro (NASDAQ: SMCI), the leading innovator in high-performance, high-efficiency server technology, is a premier provider of advanced server Building Block Solutions® for Data Center, Cloud Computing, Enterprise IT, Hadoop/Big Data, HPC and ...
18th Cloud Expo, taking place June 7-9, 2016, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some...
SYS-CON Events announced today that IBM Cloud Data Services has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. IBM Cloud Data Services offers a portfolio of integrated, best-of-breed cloud data services for developers focused on mobile computing and analytics use cases.
SYS-CON Events announced today Object Management Group® has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
Cloud computing delivers on-demand resources that provide businesses with flexibility and cost-savings. The challenge in moving workloads to the cloud has been the cost and complexity of ensuring the initial and ongoing security and regulatory (PCI, HIPAA, FFIEC) compliance across private and public clouds. Manual security compliance is slow, prone to human error, and represents over 50% of the cost of managing cloud applications. Determining how to automate cloud security compliance is critical...
The Internet of Things (IoT) is growing rapidly by extending current technologies, products and networks. By 2020, Cisco estimates there will be 50 billion connected devices. Gartner has forecast revenues of over $300 billion, just to IoT suppliers. Now is the time to figure out how you’ll make money – not just create innovative products. With hundreds of new products and companies jumping into the IoT fray every month, there’s no shortage of innovation. Despite this, McKinsey/VisionMobile data...
"What we see what happens when you have a completely networked society and the potential to now drive the value creation and the collaboration and the ecosystems that are possible when you start to be able to connect people and industries together in ways that have never been possible before," explained Esmeralda Swartz, VP of Marketing Enterprise & Cloud at Ericsson, in this SYS-CON.tv interview at @ThingsExpo, held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA.
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, will discuss the importance of WebRTC and how it enables companies to fo...
SYS-CON Events announced today that ContentMX, the marketing technology and services company with a singular mission to increase engagement and drive more conversations for enterprise, channel and SMB technology marketers, has been named “Sponsor & Exhibitor Lounge Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York City, New York. “CloudExpo is a great opportunity to start a conversation with new prospects, but what happens after the...
The IoT is changing the way enterprises conduct business. In his session at @ThingsExpo, Eric Hoffman, Vice President at EastBanc Technologies, discuss how businesses can gain an edge over competitors by empowering consumers to take control through IoT. We'll cite examples such as a Washington, D.C.-based sports club that leveraged IoT and the cloud to develop a comprehensive booking system. He'll also highlight how IoT can revitalize and restore outdated business models, making them profitable...
Customer experience has become a competitive differentiator for companies, and it’s imperative that brands seamlessly connect the customer journey across all platforms. With the continued explosion of IoT, join us for a look at how to build a winning digital foundation in the connected era – today and in the future. In his session at @ThingsExpo, Chris Nguyen, Group Product Marketing Manager at Adobe, will discuss how to successfully leverage mobile, rapidly deploy content, capture real-time d...
What a difference a year makes. Organizations aren’t just talking about IoT possibilities, it is now baked into their core business strategy. With IoT, billions of devices generating data from different companies on different networks around the globe need to interact. From efficiency to better customer insights to completely new business models, IoT will turn traditional business models upside down. In the new customer-centric age, the key to success is delivering critical services and apps wit...
As cloud and storage projections continue to rise, the number of organizations moving to the cloud is escalating and it is clear cloud storage is here to stay. However, is it secure? Data is the lifeblood for government entities, countries, cloud service providers and enterprises alike and losing or exposing that data can have disastrous results. There are new concepts for data storage on the horizon that will deliver secure solutions for storing and moving sensitive data around the world. ...
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, will provide an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life ...
SYS-CON Events announced today that MobiDev will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. MobiDev is a software company that develops and delivers turn-key mobile apps, websites, web services, and complex software systems for startups and enterprises. Since 2009 it has grown from a small group of passionate engineers and business managers to a full-scale mobile software company with over 200 develope...
SoftLayer operates a global cloud infrastructure platform built for Internet scale. With a global footprint of data centers and network points of presence, SoftLayer provides infrastructure as a service to leading-edge customers ranging from Web startups to global enterprises. SoftLayer's modular architecture, full-featured API, and sophisticated automation provide unparalleled performance and control. Its flexible unified platform seamlessly spans physical and virtual devices linked via a world...
SYS-CON Events announced today that BMC Software has been named "Siver Sponsor" of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. BMC is a global leader in innovative software solutions that help businesses transform into digital enterprises for the ultimate competitive advantage. BMC Digital Enterprise Management is a set of innovative IT solutions designed to make digital business fast, seamless, and optimized from mainframe to mo...