"NEW is always looking to broaden our retailer base by adding new clients, both within the CE industry and outside of it. Additionally, we have built a growing business with CE manufacturers, administering their manufacturer warranty programs—fielding calls, troubleshooting customer problems, dispatching in-home service technicians and adjudicating claims. When it comes to new retail clients, our primary focus now is on the national and regional chains that have an established presence in the CE space and have a strong commitment to taking care of their customers."
Kevin Callahan, Chief Executive Officer, Service Net Solutions: "Our approach to both the retail client and the OEM client is much different than that of our competitors because we focus on two main areas: 1) We propose a consumer lifecycle approach to service warranties. We develop services that are outside of the service warranty and provide capabilities to our clients that they either don't have today or don't want to invest capital to build. At the same time, it incentivizes consumers to utilize these services, creates affinity between these services and clients, and builds loyalty between clients and their consumers; 2) we develop coverage in the service warranty program that adds value to the purchase of a service warranty. These enhancements include rapid-response times, 24-hour advanced exchange, laptop screen protection, accidental damage protection, theft and loss coverage, etc."
Ron Marin, Spokesman, VAC Service Corp.: "All we do is administration of warranties and extended-service plans. Our livelihoods depend on how well we perform what it says on the piece of paper we sell. The trend over the past few years, with dealer consolidation and chains merging, has been away from the mom-and-pop stores. So our idea is to find more larger than smaller accounts.