AIG has helped customers solve problems for almost a century. Then they came across a challenge that couldn’t be handled on their own.
The need for increased visibility into their claims workforce management process so that they could provide the best possible service to their customers. Based on this need, AIG began a customer-centric transformation and asked ServicePower to become the technology partner of choice to help them solve their problem.
BDR Thermea Group is a leading manufacturer and distributor of smart thermal comfort solutions for domestic and commercial use.
The company has a wide-ranging project to improve performance, and as a first step, they implemented new ERP, CRM and field service management solutions. They chose ServicePower to help manage Scheduling, Dispatch, Claims and the Consumer Portal.
BrandsMart USA is one of the leading Consumer Electronics and Appliance Retailers in the Southeast offering top name brands at low prices.
BrandsMart embarked on an initiative to streamline its service and installation operations and enhance its ability to execute superior service for its consumer base. After implementing ServicePower’s Schedule Optimization, BrandsMart was able to complete appointments in the most cost effective way for them, but the most convenient way for the consumer.
Centricity is a leader in service contracts and structural home warranties.
With a strong focus on providing exceptional customer service, Centricity chose to implement the ServicePower ServicePortal to improve the service experience and enable its field teams to deliver the best-branded service experience possible. The solution offers a self-service portal with on-demand 24/7 access, proactive communication capabilities, and customized branding.
As a leading global appliance company, Electrolux sells more than 60 million household and professional products in more than 150 markets every year.
Electrolux needed to address a few challenges, including how to rank and pick the best service provider for a consumer and change with the growing demand from the consumer to have access to more real-time information and statusing. ServicePower was able to assist with its dispatch, claims and Customer Portal solutions.
Amynta provides innovative extended service plans and warranty programs for retailers, dealers, distributors, and manufacturers in numerous consumer and automotive markets.
Amynta needed a solution that would enable them to effectively and efficiently manage dispatch and warranty claims with third-party contractors, and deliver a best-in class customer experience through real-time communication and job status updates. Following Amynta’s implementation of ServicePower solutions, it realized significant reduction in claims processing cost in addition to improved customer satisfaction rates and claims processing efficiency.
Baxi is a part of BDR Thermea, one of Europe’s largest manufacturers and distributors of domestic and commercial water and space heating systems.
Baxi needed a solution to improve the efficiency of job scheduling and reduce operational costs that would enable it to keep up with increased service demand from new markets. Implementing ServicePower's Scheduling solution helped Baxi to rapidly adjust to market demand.
Castelan Group offers field service for furniture and electrical appliance repair.
Castelan was seeking a vendor who offered a technology platform that would ensure their customers and consumers would receive the best possible service, as quickly as possible. ServicePower implemented their field-service management Portal and Castelan immediately realized positive results and improved first-time fix rates.
ESI Enterprises is a major distribution and trading company, acquiring durable consumer products.
ESI leaders needed a technology solution to manage and track the status of warranty and service requests. ServicePower’s solutions helped ESI manage and track the status of warranty and service requests and provide the interface for both end-user and OEM service/parts request tracking.
GE Appliances is one of the largest appliance brands in the United States and manufactures appliances under a house of brands.
GE Appliances needed to schedule and dispatch jobs to both employed and third party technicians, automate claims, and improve the service experience for its customers. As a result, it implemented the complete ServicePower suite with Scheduling, Dispatch, Warranty Claims, Business Intelligence, Customer Portal, and Managed Services.
LG Electronics USA, Inc. is the North American subsidiary of LG Electronics, Inc., a global force and technology leader in consumer electronics, home appliances and mobile communications.
LG needed a solution that would enable them to quickly and effectively dispatch service jobs to third party contractors. It was looking to lower claims processing time to help reduce attrition and improve contractor loyalty. ServicePower’s Dispatch, Claims and Managed Services solutions enabled LG to intelligently dispatch work to the best suited third party contractors.
Mitsubishi Electric Visual Solutions America (MEVSA) manufactures and markets a complete line of display products across the US and Canada.
MEVSA managed both consumer and corporate warranty business and their system for claims and servicer/parts management needed updating and improving. ServicePower was able to build the new system to meet claims handling standards, meet the business requirements of MEVSA and integrate with the elements of the existing systems to be retained.
Northern Ireland Electricity (NIE) is responsible for the regulated procurement, transmission, distribution, and supply of electricity to 685,000 customers throughout Northern Ireland.
The paper-centred, manual systems environment was shifting and brought NIE to the decision to restructure their meter service operations with a fully automated system. ServicePower was able to help with its methodology to integrate intelligent scheduling applications with new call center and mobile communications technology.
This TPA underwrites and markets specialized insurance, extended service contracts, and other risk management services.
This organization has forged a leading position in the marketplace, bringing complex and demanding service scheduling needs. The TPA implemented ServicePower’s Contractor Management and Warranty Claims Management. They were able to manage 3rd party service contractors, ensuring the appropriate geographical and skill CaseStudy coverage to support its service contract portfolio.
Richer Sounds is a UK based retailer of hi-fi, home cinema and flat screen TV equipment.
With rapid growth, it was recognized that it was not the most efficient use of internal manpower and a decision was made to investigate the options for outsourcing. ServicePower had the ability to provide the high levels of customer service to back up the fully outsourced solution which they offer.