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The New Best Practices for Warranty Service Companies

by Todd Stewart

Dispatch Insights

What goes through your mind when something in your home breaks? Do you think, “Great, I’m looking forward to getting this fixed!” Or do you think (in more of a begrudged tone), “Great, now I need to get this fixed….”

Let’s face it, the feeling of excitement and enthusiasm, aren’t emotions associated with warranty service. Here’s why.

For a long time, homeowners have dealt with warranties that offer a less-than-ideal experience, filled with long service windows, no visibility into where the technician is, few communication channels, and no opportunity for immediate customer feedback – unless it’s face-to-face. The lack of these experiences are what drive negative customer experiences and when companies don’t have the right technology, it’s hard to satisfy the customer.

 

 

The new homeowner expectations

Homeowner expectations have changed. There is no doubt about that. They expect to be at the center of every experience with full – to almost full – transparency of what is going on. When looking back at history, we can thank one person for this shift in expectations. When Steve Jobs introduced the iPhone to consumers the speed in which information passed from hand to hand dramatically increased. This created a new expectation from customers as these devices became the main connection point between them and business. It was one of the largest shifts of power in the business-consumer relationship.

But this was 11 years ago. A lot has changed. Businesses like Amazon, Uber, and OpenTable have accelerated this power shift and created experiences that are now expected in the minds of consumers.  

 

     ● Amazon solved logistics by removing the human from the equation, therefore, speeding up and standardizing the delivery process.

     ● Uber provided full transparency into when, where, and who will be driving.

     ● OpenTable streamlined the way we book appointments.

 

Because of this, businesses realize that in order to compete in today’s market, customer experience needs to be a high priority, and industries are either adopting this mindset or being left behind. Here are a few examples:

 

     ● Banking experiences are improving – Capital One Cafes are turning bank visits into banking experiences… “banking reimagined.”

     ● Ophthalmology experiences are improving – Warby Parker made it easy to try on and order a pair of glasses directly from your living room.

     ● Home decor experiences are improving – Wayfair’s VR app lets customers visualize the layout of their new furniture in their home before they even buy it.

     ● Grocery experiences are improving – Instacart removed the worst part of grocery shopping – the time spent at the market. They gave that back to the customer.

     ● Clothing experiences are improving – companies like Trunk Club and Threadless are helping people find fashion faster.

     ● Home cooking experiences are improving – dinner ingredients can now be shipped right to your door with all the instructions and measurements ready.

 

The next industry ready for a shakeup is the warranty service industry. Here’s why…

 

 

What the New Warranty Experience Should Look Like

Imagine a warranty experience where the homeowner can, in a matter of minutes, schedule a job on their phone without ever having the back-and-forth phone tag with you and the 3rd-party service provider?

Imagine a warranty experience where the homeowner can track every important status update, see where the technician is on a live map, and feel informed every step of the way? (reducing those, “Where’s my tech?” phone calls.)

Imagine a warranty experience where the homeowner can text and call the technician to inform them of any change to their schedule? (reducing costly “no-shows.”)

Imagine a warranty experience where the homeowner can share a picture of what is wrong, aid in capturing the model/serial number and help the tech fix it right the first time.

Imagine a warranty experience where the homeowner can leave immediate feedback to the warranty company about how well the service provider performed? (giving real-time visibility into customer satisfaction and technician performance.)

Imagine a warranty experience as simple, transparent, and easy as Uber, OpenTable, and Amazon?

Well, you don’t need to imagine anymore.

Dispatch is already adopted by some of the world’s largest OEM companies. They use us to gain full visibility into their 3rd-party contractor performance. We’re providing insight into the network that otherwise wasn’t measurable. Additionally, customers are now experiencing the same tech-driven experiences that they’ve come to expect from modern companies. And the best part of all? Customers are starting to compare the warranty companies that use Dispatch with the Amazons and Ubers of the world.

To learn more about how your warranty service can offer better customer experiences, send us an email (draycroft@dispatch.me). We’re happy to discuss best practices and how you can improve customer satisfaction, 3rd-party visibility, and overall brand reputation.

 

 

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