Client's
Challenge |
Fragmented process w/o risk mgmt strategy
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Poor brand awareness & shrinking revenue
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Need to ↑ customer retention
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Regulatory & risk mgmt constraints w/ ADP program
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Needed ↑ in sales growth
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↓ dispatches with limited call center capabilities
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Service Net
Solution |
- Risk mgmt solution
- ↓ risk w/self insurance
- ID top UW partner
- New model for shared risk
- Loss share agreement
- ↓ wholesale $ administration
- Held UW to a maximum loss ratio.
- 3 different “loss caps” pricings for analyzing risk v. reward
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- Used all sales channels
- Enhanced end-user benefits
- Tangible SKU for distribution
- Sales process w/o requiring end user data
- New AM offers to ↑ response rates and AVG sale price
- Simple, all inclusive SKUs
- Virtual SKUs
- Service plan offerings on OEM website.
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- 1-800 # technology support line in over 1200 stores.
- Created CS application to control needs of program
- Dedicated management group for up-selling, cross-selling, etc
- Created and launched SKUd services
- A preferred service network w/ technicians nationwide
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- Establish the 1st ADH program compliant in 50 states
- Private study of current service contract laws
- Filed new terms for expanded coverage to include ADH
- Collaborated with UW & others for program T&Cs
- Used risk/share agreement until UW data was established
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- Innovative new products w/ marketing strategy
- Use of sales channels
- Expand CS team and ↑ hours of operation
- Comprehensive marketing & business plan
- POS program = $6M annually after 3 years
- “Tech at home” = $8M revenue after 1 year
- New model for solicitation campaign, & management
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- Issue resolution process with centralized dispatch
- ↑ program reporting & forecasting
- ↑ hour of operation from 8am-5pm, 5 days/wk to 24/7
- Customer focused service group
- Trained team on appliance troubleshooting & diagnostics
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