Amid the supply chain issues presented by the pandemic, and the transition to work-from-home for many of their clients during this time, SUCCESS Consulting realized they needed to overhaul their warranty offering to better protect clients in this new environment.
Due to worldwide supply chain issues, sourcing new hardware for clients was a roadblock. The search for replacement laptops and desktop assets was taking longer and longer. To compound the problem, the warranty procurement process took a considerable amount of time and presented its own challenges – it was a high-effort, manual process to identify hardware serial numbers and warranty dates at scale across various manufacturers.
Dee Ramos – Continuous Improvement Engineer at SUCCESS – focused on improving the warranty process to roll out more warranty sales across their client base and provide these clients with more comprehensive coverage for their assets.
Rather than advocate for replacements they couldn’t source, Ramos transitioned her clients to extended warranty coverage, ensuring they could get another year or two out of their existing laptops and desktop computers while the market could normalize. Not only did this provide better coverage for their clients’ assets, but it also created a new revenue stream for SUCCESS.
“Lifecycle Manager makes pulling information on expiration dates simple and automatic. The team no longer spends time manually retrieving that information whenever we need to quote a customer on a warranty extension. The work is now proactive and saves us tons of time.”
Lifecycle Manager lets SUCCESS track warranty information, create quotes, determine custom markups, and renew warranties right from within the app. According to Ramos, this helps the sales coordinator team save at least 15 hours per month. Before, they had to wait up to 48 hours to get warranty date confirmation. With Lifecycle Manager, they get those dates immediately.
With more than 20,000 end users, Ramos said it would have been nearly impossible to look up all the information accurately and on time. Saving that time has allowed the SUCCESS team to focus more on growth.
“Quoting warranties now that Lifecycle Manager is in place is easier and more profitable,” she said. “And now we can get them all in a lump sum form. All the dates come to us at the same time.”
To further protect their clients’ hardware, SUCCESS has since expanded their offering to include Lifecycle Manager’s Workstation Assurance, providing clients with accidental damage coverage for their frontline assets. This is especially crucial with a distributed workforce who generally use laptops, as they are more prone to accidental damage like spills and drops. With hybrid work here to stay, SUCCESS knew they had to uplevel their clients’ coverage to protect against these types of accidents.
Within a year, SUCCESS Computer Consulting has been able to evolve their warranty offering into a more efficient and successful process than ever before, while also providing more comprehensive coverage at a better rate for their clients.
