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.”
