Frost & Sullivan Award Recognizes Asurion’s Innovative Customer-first Retail Solution
JUL 27, 2018
Global technology solutions company Asurion announced today it was honored by global research and advisory firm Frost & Sullivan with the 2018 North American Product Leadership Award for Retail Protection Services. The award recognizes Asurion for anticipating the needs of its partners and their customers through innovative protection plan bundles, such as SolutoTM expert tech help for all Wi-Fi connected devices, which shortens the customers’ learning curve by helping them get the most from their smart home technology.
The award is based upon Frost & Sullivan’s recent 360-degree evaluation of the North American retail protection services market, which found that Asurion’s innovative suite of customer-first product protection and premium tech help solutions is best in class. This is the fifth leadership award that Asurion has received from Frost & Sullivan in the past five years, solidifying Asurion’s top market position. These awards recognize Asurion’s ability to deliver superior and evolving end-to-end customer experiences that drive customer sales and loyalty back to the company’s partner retail brands.
“With the dramatic transformation of the retail sector due to shifts in consumer purchasing behaviors and preferences, post-purchase services and customer experiences become critical points of differentiation,” said Brent Iadarola Frost & Sullivan Vice President, Mobile & Wireless Communications. “Asurion integrates a comprehensive bundle of product protection, tech help, and customer experience services that have proven to enhance customer satisfaction and drive return purchases.”
From home automation security and smart thermostats to video doorbells and wireless speakers, today’s customers are purchasing more smart home devices than ever before, all sold by hundreds of different retailers and operating on dozens of different platforms. As a result, half of consumers say they don’t know where to go to get support when faced with smart home technology issues, and since 2015 there has been a 50 percent jump in people’s reliance on retailers to help them.
“The proliferation of smart home devices across brands and platforms has caused challenges for customers around how to set up the devices and keep them running smoothly,” said Rob DiRocco, Asurion Senior Vice President of Client Services and Sales, Americas. “To solve these challenges, we’ve evolved our protection plans to serve the growing connected home market by offering a bundle that includes our premium tech help service. Now, customers know who to go to for setting up their new tech purchase, learning how to get the most out of their devices, or to get their tech repaired when it breaks. We’re proud to receive this award for market-leading retail protection and tech help services.”
Asurion is committed to its partners by developing innovative solutions that engender customer loyalty by making it easier and more convenient for its customers to keep their technology up and running smoothly. The company’s award-winning Soluto tech help service has revolutionized traditional tech support for more than 53 million people, providing personalized expert assistance and proactive advice to help people learn, grow, and do more with their connected technology.
Asurion’s comprehensive suite of protection services are supported by robust omni-channel marketing and branding support—including in-store point-of-sale, store associate training, multi-channel marketing solutions and analytics—to help retailers ensure success of their product protection programs.
Visit www.asurion.com/retailwin to download the Frost & Sullivan best practices research regarding why Asurion received the 2017 North American Product Leadership Award for Retail Protection Services, or for more information about Asurion and its tailored tech solutions.
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