Product Assist® tool is the most robust referral network in the U.S.
Dulles, VA and Pittsburgh, PA - N.E.W. Customer Service Companies, Inc., (NEW) and e-genco announced today that the nationwide network of repair professionals available through their Product Assist® Service Center OnlineSM module now exceeds 1.2 million. Product Assist is a comprehensive online customer care solution for retailers, manufacturers and Internet portals that has been developed jointly by NEW and e-genco, both experts in customer service and logistics.
Service Center Online accesses NEW`s service center database to provide consumers with a selection of service professionals in their area qualified to perform their product repair or home improvement need. The core of the service network was built from NEW`s 17-year history of managing consumer product repairs as the nation`s leading administrator of service contracts for consumer products. Consumers can view basic information about each provider, get driving directions, see how other consumers rated a service provider by the overall Consumer Rating score, learn whether the service provider is authorized by a manufacturer to perform repairs and purchase parts, and more. Many network service providers even offer convenient online appointment scheduling.
Pete Rector, President of e-genco commented, "The expansion of repair alternatives to over 1.2 million locations further enhances Product Assist as the pre-eminent aftermarket product centric tool. Now, more than ever, manufacturers and retailers have a comprehensive web-based product to ensure repeat business through long term consumer satisfaction. The ability to provide immediate access to product repair alternatives in a consumer`s neighborhood is a huge competitive advantage for anyone who wants to build profitable relationships with consumers."
Service Center Online can be implemented as a stand-alone application or seamlessly integrated with the other core services of the Product Assist® CustomerCare Center, including Quick AssistSM, Return AssistSM, My Warranty FileSM and 24/7 Customer Care. Retail clients can experience a significant reduction in customer product returns by offering 24/7 Customer Care and Service Center Online to their customers, in conjunction with Quick Assist, a self-help trouble-shooting tool, and Return Assist, a complete reverse logistics entitlement and processing application.
"The expansion of our service provider database is significant: Service Center Online is the most robust referral network available, offering a nationwide repair network of service professionals for a consumer`s home needs, from roof to lawn and everything in between, " said Brad Berkson, President and COO of NEW Interactive Services. "Service Center Online is an important element of after-the-sale support that retailers, manufacturers and Internet portals can use to enhance customer loyalty and product satisfaction," he continued.
About NEW and RepairNowSM
N.E.W. Customer Service Companies, Inc. (NEW) (www.newcorp.com) is the nation`s largest marketer and administrator of extended service contracts for consumer products. NEW and its e-commerce affiliate, RepairNow.com, Inc., administer extended service contracts and other buyer protection and information services on behalf of retailers, financial services firms and manufacturers, providing coverage last year to more than 100 million consumers. RepairNow.comSM is the online extension of NEW`s business, offering robust content of product information and a national service listing of more than 1,200,000 service professionals. Together, NEW and RepairNow bring complete customer care solutions to industry leaders in retail, manufacturing, utility and financial services.
NEW and RepairNow are headquartered in Dulles, Virginia and operate an award-winning call center in Great Falls, Montana, with additional offices in Sterling, Virginia and Coon Rapids, Iowa. NEW has more than 800 employees nationwide.
GENCO Distribution System (www.genco.com) is one of North America`s leading providers of Product Life Cycle Logistics Services. GENCO offers retailers and manufacturers with a variety of direct and reverse logistics services. The company`s Direct Logistics Services include Distribution Center Management, Warehouse Management Systems, Co-Pack and Fulfillment Operations and Freight Forwarding. GENCO`s Reverse Logistics services include e-returns, Return Center Management, Return Center Software, Asset Recovery Services and Transportation Management.
e-genco is the recently formed online division of GENCO Distribution System, drawing on the parent company`s experience in processing over $6 billion in returns annually, servicing over 13,000 retail locations and managing over 13 million square feet of processing center space.