Streamlining the Service Repair Experience
Paul Swenson, president and CEO of AON Innovative Solutions says, "We work with dealers who are self-administering and we also do some of the administration for some of our partners." Regardless, he says, at the point of sale, the consumer takes away AON materials that tells him or her what 800-number to call, what Web site to access. AON's serviceport.com is a portal for service providers, retailers, manufacturers and consumers.
Frank Ferrara, vice president of marketing and ESC development at Assurant Solutions, says, "Customers should have one Web site, e-mail address and phone number that they can count on to solve their problem. The last thing they need are several numbers or sites, which require them to repeat a problem to get an exceptional resolution."Assurant also uses an interactive voice response system to allow consumers to file a claim over the phone. In addition, a consumer always has "the possibility of a live tech, accessible 24/7/365," Ferrara says.
The Warranty Corporation of America (WaCA)'s www.waca.com and www.Here2Fix.com Web sites allow consumers to request a repair and then track that repair. Here2Fix promises "One Click or One Call and It's Fixed!" (Financial backers like American International Group (AIG) use WaCA and N.E.W. Customer Sevice Companies to administer their service contracts.)