Nashville, Tenn. - NEW and Asurion have formed a comprehensive partnership with PlumChoice that creates a single point of contact for consumers seeking immediate access to answers, solutions or replacement devices, the companies said.
NEW is a global provider of extended-service plans and product support, and Asurion specializes in handset insurance and mobile device tech support, while PlumChoice is a pioneer in the delivery of remote technical services.
The agreement further expands NEW's and Asurion's services portfolios by adding remote help desk, live technical support, and other value-added services like anti-theft and virus protection across a broad set of consumer electronics devices, the partners said.
"We're effectively creating the most comprehensive one-stop shop for consumer technology protection and support available," said Asurian's customer solutions senior VP Sue Nokes. "As individuals we depend on technology to work as expected, whether it's a cellphone, desktop, laptop or tablet computer, software program, network, other consumer electronics or even a broadband connection. Asurion and NEW, in partnership with carriers and retailers, can now enable customers to receive exclusive concierge assistance by calling one number or logging-in to one website for assistance, regardless of the device affected or the nature of the question or problem. One call, one successful resolution."
Said Rob DiRocco, sales, marketing and product development VP at NEW, "The addition of PlumChoice's capabilities allows us to provide an even richer end-user customer service experience. For our consumer electronics manufacturers and retailer partners, the new PlumChoice-enabled services offer a pre- or post-sale, tiered service plan and tech support product that allows their customers to receive real-time resolution and troubleshooting on complex consumer electronics. This partnership shows NEW's and Asurion's commitment to bringing new solutions and technologies to market to help us further evolve our products and deliver on our promise of exceptional customer care."
Added said PlumChoice's Americas president and chief operating officer Fred King, "What we have here is an entirely new technology services category based on the broadest range of customer support and technology protection available. We know the power of PlumChoice drives customer satisfaction rates to previously unattainable levels. Experience tells us that our services - combined with the existing Asurion and NEW products - can meet more than 95 percent of consumer and small business technology needs. Together, we are now in a better position than ever before to help our collective customers build revenue while contributing directly to customer satisfaction and retention."
Market research firm and consultancy Parks Associates projects that support services revenue will grow nearly threefold over the next five years, to become a $30 billion market. "As users of technology we take for granted the sophisticated designs and advanced components that enable consumer electronics and wireless communications devices to deliver the experiences we've come to expect," observed Kurt Scherf, VP and principal analyst at Parks Associates. "But when those devices aren't functioning as expected, consumers need a quick fix."