NEW Moves Beyond Product Protection With New Features & Options

By Alan Wolf On Feb 13 2012 - 6:01am




STERLING, VA. – NEW, a leading third-party administrator of extended-service plans (ESPs) and warranties, has introduced a new spate of service offerings that it said will raise the bar for consumer electronics protection programs.

The new entries, which include gaming bundles, enhanced tablet coverage, registration incentives, monthly billing and tech-support plans, elevate the concept of a traditional service plan by bringing benefits beyond product protection and providing consumers with additional features that allow them to add value to their purchases from the day they buy their product, NEW said.

“With the interconnected world we live in today, the needs of the customer are constantly changing,” noted NEW president/CEO Tony Nader. “We recognize this and, through our research and focus groups, we know consumers are looking for robust protection for their technology that extends beyond yesterday’s break-fix service plan model.

“We want the customers to realize the value of their service plan from day one of purchase,” Nader continued, “and we provide them with options to enhance the enjoyment of their product beyond the point of sale. NEW is dedicated to providing our retail partners and consumers with a comprehensive suite of unparalleled product protection services, from 24/7/365 tech support to technology buyback programs to service and replacement options.”

New features and options available to retailers beyond the traditional break-fix model include:

Tablet plan coverage: Recognizing the unique product protection needs surrounding tablet computers and an upward trend in the amount of tablet repairs, which can cost 50 percent to100 percent of the tablet’s original price, NEW has customized its offerings with coverage of accidental damage from handling as well as registration incentives.

Monthly billing: NEW provides consumers with flexibility surrounding the upfront cost to protect their products. With monthly billing, consumers who are budget-conscious are able to protect their products with smaller installment payments over the course of the contract.

Gaming bundles: With the purchase of NEW service plans on popular gaming consoles, the consumer has the option to purchase additional video games over the term of the service plan and have those protected as well, providing additional entertainment value.

Registration incentives: NEW also provides registration incentives and upgrade options for consumers who register their service plans online. Upon registering, consumers can take advantage of free offers and upgrades including buyback programs, identity theft protection and various tech-support services, such as free virus removal and data backup.

Tech solutions: Looking beyond the physical protection of electronics, NEW service plans also provide consumers with select techsupport solutions from online troubleshooting to virus protection through its partnership with PlumChoice, a pioneer in delivery of remote technical solutions. Outside of service plans, NEW also offers pure tech-support plans providing a broad array of tech support options ranging from diagnostics, peripheral and Facebook setup, and virus and malware removal, to hardware configuration, data backup, and PC tune-ups.

“Our goal is to increase consumer awareness about the benefits of service plans and change the notion that service plans only deliver value if a product breaks,” said NEW sales, marketing and product development VP Rob DiRocco. “Today’s service plan provides a turnkey solution for the continued enjoyment and protection of consumer electronics, and we hope that we are able to communicate this long-term value to consumers, especially in an age of conscious consumption and frugal spending.”

In other NEW news, the company has launched a new mobile app, ServiceBenchSM Mobile, to aid repair professionals during in-home service calls. Available for iPhone, Android and BlackBerry devices, the app helps servicers organize their repair appointments for the day, keep track of “open” jobs or jobs that are in need of follow- up, search for additional claims and in-home service calls in their area, locate customers through directional technology, and order necessary parts for repair, while increasing NEW’s visibility into the customer repair cycle, the company said.

“We can further improve the user experience by providing users with a tool that not only enhances and expedites the administrative aspect of their business but that will also increase their ability to provide a seamless customer experience while out in the field,” said Louis Rose, operations VP for ServiceBench.

ServiceBench is NEW’s advanced technology platform that enables fully automated scheduling and dispatching with reporting capabilities. It facilitates communication between service administrator and service provider, and aids in the parts-ordering process by allowing visibility into multiple inventories at one time, the company said.

NEW provides comprehensive customer care to more than 150 million consumers worldwide through a network of more than 35,000 qualified service professionals, access to a vast parts network and 4,000 dedicated customer care representatives.

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