Welcome!

Mobile IoT Authors: Liz McMillan, John Basso, Elizabeth White, Jose Diaz, Kevin Benedict

News Feed Item

What Consumers Want: Fast Service Experience, Grade A Customer Satisfaction

From the 2013 International Consumer Electronics Show, N.E.W. Customer Service Companies (NEW), the leading global provider of extended service plans and product care, will share insight into NEW’s fully managed service experience and recent innovations that are driving Grade A consumer satisfaction ratings, earning an A+ rating with the Better Business Bureau and building loyalty for leading retailers. Also, NEW will share data on how increasingly smarter, more fragile and more mobile technology is posing increasingly greater challenges for consumers in cost and feasibility of repairs.

“We understand how the wants and needs of consumers are changing, and we are offering services that fit the consumers’ lifestyle, delivering support when they want it and through the channels they prefer,” said Tony Nader, president and CEO of NEW. “We are well aware of the critical role electronic devices play in our lives today. In response, we have built a seamless, branded service experience, engaging our people, processes and proprietary technology to ensure consumers are satisfied at every touch point throughout their product ownership experience.”

As a result of NEW’s technology innovations, the company and its network have been able to reduce overall turn times for consumers, which has garnered tremendous customer satisfaction. In 2012, out of nearly 1 million customers, 94 percent ranked NEW customer support 4.7 out of 5 stars. In many cases, these consumers encountered a replacement, depot or in-home service experience and they had the ability to manage their experience via Web or by calling one of NEW’s 24/7, U.S.-based call centers.

Consumers are on the go

According to eMarketer, there were an estimated 115.8 million smartphone users in the U.S. by the end of 2012, and that number is expected to grow to 176.3 million by 2015. To better service mobile and online consumers, NEW has enhanced communication touch points throughout the consumer experience. In 2012, NEW launched more than 40 retail-branded care portals, making it even easier for consumers to connect with retailers, file claims and get important information through a number of enhancements, including:

  • Quick and easy login — use Facebook/Google credentials.
  • Paperless — upload and save product receipts rather than filing away hard copies.
  • Real-time updates — check status of claim(s).

Registration for these portals has nearly doubled since 2011. For consumers who don’t have time to log in to a portal, NEW also issues email status updates throughout the entire claim process via its innovative communication gateway technology, which launched in early 2012.

Partnering with the servicer

NEW has built the largest servicer network in the country, with more than 35,000 vetted and screened product repair and service partners. When it comes to service, particularly with electronic devices, consumers want a quick solution. This is specifically why NEW has provided its network with tools and technology to deliver an exceptional experience in the field.

NEW’s servicer network has access to proprietary technology including:

  • ServiceBench®, a subsidiary of NEW, is the premier provider of integrated service management solutions used by the world’s leading manufacturers and retailers to manage in- and out-of-warranty service events. In 2012, ServiceBench went mobile, enabling servicers to provide NEW with real-time service updates and improving the customer service experience. Further features and enhancements to ServiceBench are set to be announced by spring of 2013.
  • NEW’s Online Parts Portal sources parts from more than 15 top parts distributors into one location, providing NEW and its servicers greater access to a variety of hard-to-find parts, which is a growing trend in the industry.
  • NEW Command Center combines people, technology and processes to track and monitor service events and correct or influence the service event before it reaches a delayed status. This team communicates with the service network and facilitates access to parts. In 2012, NEW received a Gold Stevie® in “Best Use of Technology in Customer Service” for its Command Center system.

To learn more about NEW at CES, visit the online press kit. NEW will be exhibiting in Booth No. 8652 in Central Hall, Las Vegas Convention Center.

About N.E.W. Customer Service Companies LLC

NEW, together with its affiliates and member companies, is the leading global provider of extended service plans, buyer protection services and product support, providing coverage to more than 150 million consumers around the world. Founded in 1983, with headquarters in Sterling, Va., NEW provides award-recognized post-sale consumer care for leading retailers, consumer service providers, wireless carriers and financial services firms across North America. NEW delivers a comprehensive customer care solution that begins on day one of the product purchase and extends through the end of the product life cycle. The company has an A+ rating with the Better Business Bureau. For more information, please visit NEW at http://www.newcorp.com, or call 1-800 WHAT’S NEW (1-800-942-8763).

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
You deployed your app with the Bluemix PaaS and it's gaining some serious traction, so it's time to make some tweaks. Did you design your application in a way that it can scale in the cloud? Were you even thinking about the cloud when you built the app? If not, chances are your app is going to break. Check out this webcast to learn various techniques for designing applications that will scale successfully in Bluemix, for the confidence you need to take your apps to the next level and beyond.
SYS-CON Events announced today that Peak 10, Inc., a national IT infrastructure and cloud services provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Peak 10 provides reliable, tailored data center and network services, cloud and managed services. Its solutions are designed to scale and adapt to customers’ changing business needs, enabling them to lower costs, improve performance and focus inter...
Artificial Intelligence has the potential to massively disrupt IoT. In his session at 18th Cloud Expo, AJ Abdallat, CEO of Beyond AI, will discuss what the five main drivers are in Artificial Intelligence that could shape the future of the Internet of Things. AJ Abdallat is CEO of Beyond AI. He has over 20 years of management experience in the fields of artificial intelligence, sensors, instruments, devices and software for telecommunications, life sciences, environmental monitoring, process...
The increasing popularity of the Internet of Things necessitates that our physical and cognitive relationship with wearable technology will change rapidly in the near future. This advent means logging has become a thing of the past. Before, it was on us to track our own data, but now that data is automatically available. What does this mean for mHealth and the "connected" body? In her session at @ThingsExpo, Lisa Calkins, CEO and co-founder of Amadeus Consulting, will discuss the impact of wea...
There is an ever-growing explosion of new devices that are connected to the Internet using “cloud” solutions. This rapid growth is creating a massive new demand for efficient access to data. And it’s not just about connecting to that data anymore. This new demand is bringing new issues and challenges and it is important for companies to scale for the coming growth. And with that scaling comes the need for greater security, gathering and data analysis, storage, connectivity and, of course, the...
We’ve worked with dozens of early adopters across numerous industries and will debunk common misperceptions, which starts with understanding that many of the connected products we’ll use over the next 5 years are already products, they’re just not yet connected. With an IoT product, time-in-market provides much more essential feedback than ever before. Innovation comes from what you do with the data that the connected product provides in order to enhance the customer experience and optimize busi...
The IoTs will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm and share the must-have mindsets for removing complexity from the development proc...
Increasing IoT connectivity is forcing enterprises to find elegant solutions to organize and visualize all incoming data from these connected devices with re-configurable dashboard widgets to effectively allow rapid decision-making for everything from immediate actions in tactical situations to strategic analysis and reporting. In his session at 18th Cloud Expo, Shikhir Singh, Senior Developer Relations Manager at Sencha, will discuss how to create HTML5 dashboards that interact with IoT devic...
SYS-CON Events announced today that Ericsson has been named “Gold Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Some 40 percent of global mobile traffic runs through networks we have supplied. More than 1 billion subscribers around the world re...
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, will provide tips on how to be successful in large scale machine lear...
In his session at @ThingsExpo, Chris Klein, CEO and Co-founder of Rachio, will discuss next generation communities that are using IoT to create more sustainable, intelligent communities. One example is Sterling Ranch, a 10,000 home development that – with the help of Siemens – will integrate IoT technology into the community to provide residents with energy and water savings as well as intelligent security. Everything from stop lights to sprinkler systems to building infrastructures will run ef...
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including cloud...
Digital payments using wearable devices such as smart watches, fitness trackers, and payment wristbands are an increasing area of focus for industry participants, and consumer acceptance from early trials and deployments has encouraged some of the biggest names in technology and banking to continue their push to drive growth in this nascent market. Wearable payment systems may utilize near field communication (NFC), radio frequency identification (RFID), or quick response (QR) codes and barcodes...
SYS-CON Events announced today that DatacenterDynamics has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY. DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
The IoT has the potential to create a renaissance of manufacturing in the US and elsewhere. In his session at 18th Cloud Expo, Florent Solt, CTO and chief architect of Netvibes, will discuss how the expected exponential increase in the amount of data that will be processed, transported, stored, and accessed means there will be a huge demand for smart technologies to deliver it. Florent Solt is the CTO and chief architect of Netvibes. Prior to joining Netvibes in 2007, he co-founded Rift Technol...
SYS-CON Events announced today that Stratoscale, the software company developing the next generation data center operating system, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Stratoscale is revolutionizing the data center with a zero-to-cloud-in-minutes solution. With Stratoscale’s hardware-agnostic, Software Defined Data Center (SDDC) solution to store everything, run anything and scale everywhere...
Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified – now it's a component-based well-performing framework. This immersive one-day workshop at 18th Cloud Expo, led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and the product company SuranceBay, will provide you with everything you wanted to know about Angular 2.
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...