Bringing Service Into High Definition
Flat-panel technology has resulted in astounding picture improvements in short order. Customers—at least those who have learned that a full television solution can create a true high-definition AV experience—are pleased with product performance.
But selling a warranty with that solution has become more complex with newer TV technologies and larger screen sizes, causing manufacturers to seek ways to streamline the servicing process, keep costs in check and improve customer satisfaction with their overall experience, from the moment they enter the store through the installation and maintenance of the full solution. That was the impetus behind Sharp’s recent decision to adopt service management solutions offered by N.E.W. subsidiary ServiceBench.
“Historically the consumer would bring a TV to a servicer,” said ServiceBench COO John Estrada. “They can’t do that with a 70-inch TV that’s bolted to a wall and attached to a thousand wires and four video game systems.”