Client Situation: The client’s products are among the fastest selling in the home technology segment. Till a few years ago, they provided free support for their products within the warranty period, following which their customers had to ‘pay per incident’ for additional support services. Knowing that their service revenues had the potential to grow at a pace comparable to their product revenues, the client wanted to launch a value-added service to handle out-of-warranty products. They had two priorities: keep customer Net Promoter Scores high, and maintain superior CSAT for ‘out-of-scope’ and ‘out-of-warranty’ support.
About the Client: A leading global manufacturer of computer networking equipment and other computer hardware for home and business use.
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