Added Value, Warranties in 2005
Along these lines, providers are seeking to improve and augment extended plans with even more innovative customer service options. For example, The Warranty Corporation of America (WaCA) has introduced a plan called Business Central 3 (BC3), which was created to link manufacturers with both retailers and customers. When set into motion, the concept will allow customers who register new purchases to receive updates and new information about those products as well as alerts when new related products are introduced. The system also allows for fulfillment.
"Some of the services we've developed this year include new programs for gaming products, enhanced coverage for advanced video products and computers, Digital Technician—our self-help application for computer users—white glove service programs, return reduction programs, product troubleshooting for new technologies and post-sale customer support," Hourigan explains. "We've also rolled out major enhancements to our customer care capabilities, including sophisticated technology in our call centers that enables us to schedule in-home service call appointments for the vast majority of consumers while they are on the phone with one of our customer service representatives. This real-time scheduling capability significantly improves the customer's satisfaction level and keeps them coming back to our retail clients for future purchases."
He continues, "We launched new functionality for Warranty Minder, our online service center for consumers who prefer to manage their service plans via the web, and we have leveraged our proprietary SMARTSystem technology platform to streamline the operations for many of our largest clients."