CHALLENGE:
A national retailer of home appliance and electronics has a proprietary extended warranty and customer service process they want to outsource, so they can concentrate on their core business of selling appliances and home electronics. The retailer found that most of the brands they were selling were using their own warranty solution, and not theirs. This was important to the client because by utilizing other programs, the client lost control of the process and it would be branded as someone else’s product.
SOLUTION:
Using our facilities and technology, ACS was able to develop a long-term outsourcing solution where we acted as the third party administrator (TPA) to the retailer.
DELIVERING THE SOLUTIONS:
ACS developed a call center with the ability to answer high volumes of extremely technical inquires about warranty coverage and customer related inquires. We developed programs to manage customers data (in excess of 3 million records), and used the data to disperse and dispatch service. We were also able to develop custom programs, creating outbound calling campaigns to the retailer’s growing customer base, in excess of 200,000 calls per month.