Based on its recent analysis of the North American retail protection services market, Frost & Sullivan recognizes Asurion with the 2018 North America Product Leadership Award Asurion, a global tech services leader, offers market-leading product protection and premium tech help services to generate positive engagement, lasting value and continuous sales for retailers. Its data-informed Soluto™ tech help platform and trained in-house technology experts further allow the company to efficiently troubleshoot tech-related issues for customers, send individually tailored tech help content, and optimize customer experiences.
Asurion offers protection plans bundled with its Soluto smart tech help service to cover multiple service categories and products regardless of brand or platform. Additionally, the company’s seamless 'text-to-register' solution simplifies the product registration process by allowing the customers to register warranty purchases simply by sending a picture of the product receipt from their smartphone. This solution helps establish a digital relationship between retailers and customers before customers even leave the store. The customer then receives a plan registration confirmation and a link to download the Soluto engagement app.
"The Soluto app from Asurion acts as a seamless, one-touch point of entry to the Soluto smart tech help service, which focuses on solving all levels of tech issues, advancing customers’ tech knowledge, and providing easy access to tech experts," said Brent Iadarola, Vice President at Frost & Sullivan. "The Big Data-powered app enables new levels of personalization, proactively delivers content and recommendations based on customer interests, and uncovers customer issues before they become larger problems."
As many customers take time to adapt to a new smartphone or connected device, Asurion aids them with new device onboarding and home installation support, shortening the learning curve. Asurion' protection plans bundled with Soluto smart tech service alleviate customer concerns regarding learning how to use their technology and get more from their devices. Finally, in the event of breakage and repair, Asurion maintains an intuitive claims platform for fast turnaround.
Unlike competitors Asurion structures its product development into cross-functional Journey Teams that focus on improving the customer experience holistically rather than in silos. These teams constantly track customer needs, identify issues and test fixes in the company’s laboratory. Overall, this organizational structure accelerates product time to market and specifically drives product innovation around enhancing the customer experience.
"Flexible enough to support a retailer’s merchandising and branding needs, Asurion serves a range of retailers, specialty stores, big box stores, and general merchandise stores," noted Iadarola. "At scale, the company's protection plans focus on delivering a holistic, seamless customer experience, thereby filling the gaps between the goals of retailers and the needs of consumers."
Each year, Frost & Sullivan presents this award to the company that develops a product with innovative features and functionality that is gaining rapid market acceptance. The award recognizes the quality of the solution and the customer value enhancements it enables.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
Asurion (asurion.com) helps more than 300 million people around the world unlock their technology’s untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion’s 17,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.
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