3 Keys to Customer Satisfaction: Speed, Efficiency, Knowledge

By: Jeff Hatch

July 24, 2017

Customers want fast service or support from knowledgeable people where, when and how they prefer to receive it, based on results of a study the CMO Council published Tuesday.

Together with SAP Hybris, the CMO Council last year conducted an online survey of 2,000 respondents, equally divided between men and women. Fifty percent were in the United States, and 25 percent each resided in Canada and Europe.

Among the findings:

52 percent mentioned fast response time as a key attribute of an exceptional customer experience;

47 percent said knowledgeable staff, ready to assist whenever and wherever needed, was key;

38 percent wanted an actual person to speak with at any time and place;

38 percent wanted information when and where they needed it;

9 percent wanted brand-developed social communities; and

8 percent wanted always-on automated services.

Consumers have a shortlist of critical channels they expect to have access to, the survey found, including the company's website, email, a phone number, and a knowledgeable person to speak with.

"The mindsets of consumers -- whether B2B or B2C -- are shifting, said Liz Miller, SVP of marketing at the CMO Council.

Marketers "have to start asking, 'Are we set up to be a responsive organization that looks at data, looks at analytics, understands what's coming in through CRM and is able to reflect that back through all touchpoints, including physical ones, quickly? Or are we simply waiting to react?'" she told CRM Buyer.

Serve Us Well or Die!

Angry customers hurt brands. The survey identified the following behaviors:

47 percent of respondents said they would stop doing business with a brand if they were continually frustrated;

33 percent were annoyed because of slow service or dealing with reps who knew nothing about their past history or purchases;

32 percent said they would email a company to complain; and

29 percent said they would tell their family and friends about their bad experience.

That's a possibility that Warrantech, which provides extended service plans and warranties nationwide, is well aware of.

The company on Tuesday announced a partnership with mobile workforce management ServicePower, which will let it instantly connect customers who have service needs with available repair technicians.

"Prompt response time is critical in our line of business," said Brian Weaver, director of service operations at Warrantech.

The teamup is expected to reduce overall customer turnover time by up to 10 percent across all verticals and "ultimately translate into commensurate lifts in clients' sales and customer retention," he told CRM Buyer.

The Customer Wish Conundrum

One problem marketers face is that customers appear to have conflicting desires, as shown by the survey results:

36 percent of respondents were angry about not being recognized for their loyalty;

12 percent wanted companies to recognize their history with the brand at any touchpoint;

10 percent wanted multiple touchpoints; and

23 percent felt they were being followed online.

That poses a conundrum for marketers.

"This survey did indicate the respondents wanted knowledgeable staff -- and for that, I'd argue part of the knowledge is knowing about the customer, not just the product, so that the advice can directly address the customer's unique problem," said Rob Enderle, principal analyst at the Enderle Group.

"Knowing about the customer improves the quality of the engagement," he told CRM Buyer.

That said, consumers don't care how companies do what they do -- they only care about the results, the CMO Council's Miller noted.

"It's a sausage factory. Consumers don't care how you make them, they just want tasty sausage. At the end of the day, consumers want to be treated like persons," she said.

"Each firm needs to survey their own customers, assess the impact and costs of changes, then formulate a strategy that applies uniquely to them," Enderle suggested. "Some may find that the cost/benefit ratio is still better with automation." 

ABOUT THE AUTHOR: Richard Adhikari has been an ECT News Network reporter since 2008. His areas of focus include cybersecurity, mobile technologies, CRM, databases, software development, mainframe and mid-range computing, and application development. He has written and edited for numerous publications, including Information Week and Computerworld. He is the author of two books on client/server technology. 

Filed Under: Consumer, satisfaction, service, ServicePower, Warrantech

Warrantech Improves Customer Experience by Reducing Service Time for Warranty Programs and Extended Service Plans

By: Jeff Hatch

July 18, 2017

Partnership with ServicePower Streamlines Repair Operations by Using Innovative Technology to Connect Customers to Technicians Instantly

July 18, 2017 09:00 AM Eastern Daylight Time

BEDFORD, Texas--(BUSINESS WIRE)--Warrantech, a leading national provider of extended service plans (ESPs) and warranties, announces a unique new offering that will improve the customer experience by reducing the amount of time it takes to service products.

Through a partnership with mobile workforce management platform ServicePower, Warrantech will now instantly connect customers who have service needs with available repair technicians. By using technology to schedule service appointments in real-time, Warrantech will dramatically reduce the average time it takes for repairs to be made to customer products.

Warrantech, a subsidiary of AmTrust, provides innovative extended service plans, vehicle service contracts and warranty programs to retailers, dealers, distributors and manufacturers in numerous consumer and automotive markets.

ServicePower dispatches experienced third party contractors to repair product under contract through its contractor management solution, while improving warranty claim management through real time adjudication logic and collaborative business intelligence. Warrantech leverages improved visibility of each repair and real time data analysis to streamline and improve service operations.

“We are always looking to provide our large enterprise customers with an advantage in the competitive markets in which they operate,” said Ariel Gorelik, COO of Warrantech. “We believe this partnership with ServicePower will be positive for customers because it will make repairs quick and easy to schedule and we believe it’s positive for technicians because it eliminates the hassle of scheduling service times.”

“Warrantech operates in a complex industry serving many sectors and thousands of consumers,” said Marne Martin, CEO at ServicePower. “ServicePower prides itself on offering software solutions that minimize complexity, providing a real-time picture of field activities so that better-informed decisions can be made and executed to offer the best possible customer experience. That another project was delivered efficiently and on budget is further evidence to prospective customers that you can trust ServicePower to deliver.”

About Warrantech

Warrantech is a subsidiary of AmTrust, a Fortune 500, multinational property and casualty holding company that is rated "A" (Excellent) by A.M. Best Company for their financial strength and stability. An innovative, technology-driven company, AmTrust brings its financial strength to Warrantech, enabling it to offer a unique, bundled approach that includes both underwriting and administration. This creates transparency and visibility to information that enables customers to change and create plans that are both highly customized and profitable.

About ServicePower

For companies providing field based services, ServicePower offers a field service and mobile workforce management platform facilitating hybrid workforce management, enabling organizations to save money, improve customer satisfaction and drive new revenue by efficiently managing both captive and 3rd party service providers. ServicePower uniquely combines customer entitlement and real time communications, schedule and route optimization, work order, asset and inventory management, service and maintenance contract management, contractor management and dispatch, warranty and claims management, field mobility, and business intelligence of all field service interactions, in a single solution.

ServicePower also offers a fully managed network of 3rd party service providers to enable rapid and high-quality on-demand “spill-over” servicing at peak times and in hard-to-reach locations across North America and the Europe.

For more information, visit www.servicepower.com

Contacts

Warrantech
John Eddy, 212-319-3451, ext. 648
john@goldin.com

or

ServicePower
Jenniffer L. Breitenstein, 703-287-8900
hello@servicepower.com

Filed Under: extended, plans, service, ServicePower, Warrantech

Warrantech Announces New Service Network Updates

By: Jeff Hatch

August 05, 2016

Warrantech is proud to announce that we have made several updates to our service network, starting with a new field service network management team. Effective immediately, David Velasquez will provide enhanced partnering and direct support as the West Regional Manager, along with Brian Schlepp, Central Regional Manager, and Brian Weaver, East Regional Manager. 
 
We are also excited about the implementation of software solutions from ServicePower, who will provide mobile workforce management tools to drive efficiency and streamline how Warrantech dispatches service centers and schedules appointments with customers. 
 
“One of the many benefits of ServicePower is the transparency it provides our customer service staff with our field, enabling us to provide real-time updates on the status of repairs,” said Ricardo Pina, Warrantech Customer Service Manager. “I am confident that ServicePower will greatly reduce service turnaround times and minimize escalations and complaints.”
 
ServicePower, which goes live on August 10, will allow customers to pick calendar dates and times, and automatically dispatch service. The program will also report when a service order has not been completed within three days, at which point a servicer will get an alert and the customer will be given an update as well.
 
Additional support functions being implemented to provide enhanced customer/servicer follow-up include: 
 
Enrollment available for direct deposit (ACH) for payment of repairs and replacement. 
Completed claims will be processed for payment within 7 business days. 
Warrantech will cover trip/service calls for non-validated repairs (i.e., No Problem Found). 
Implementation of a Parts Order guarantee: Parts Orders through Warrantech’s parts portal are guaranteed for 90 days. In the event the part fails within 90 days, Warrantech will pay servicer for second service call. 
The current market environment dictates the ability to promote increased repair opportunities; we may, as required, opt to use a non-OEM part(s) to complete the service event. 
Improved call center staffing and training to promote a world-class experience. 
Upcoming implementation of the following ServicePower solutions: ServiceDispatch, ServiceStats and ServiceOutsourcing 
 
Warrantech is always seeking ways to improve our business model so that customers and service providers are made a priority and given preferential treatment. We are confident that these new positive changes do just that and will continue to help build stronger partnerships and continued growth.
 
To learn more about Warrantech’s unparalleled service excellence, visit warrantech.com

Filed Under: customer, service, ServicePower, solutions, transparency, Warrantech