Real Time Communications Industry News

TMCNet:  NEW introduces SmartProcurement - the Smart NEW way to purchase parts

[June 15, 2009]

NEW introduces SmartProcurement - the Smart NEW way to purchase parts

STERLING, Va. --(Business Wire)-- N.E.W. Customer Service Companies, Inc (NEW) will introduce a new parts solution program this summer that serves as a fast, convenient, one-stop location for parts ordering and authorizations.

Built with feedback from its member servicers and the parts community, NEW's SmartProcurement benefits both customers and servicers: Consumers and servicers benefit from faster repairs, improved communication, and "first time fix." Instant access to the inventories of multiple parts distributors will improve parts availability. Greater part availability will allow servicers to find the parts faster and complete the repair in a timelier fashion, which will also improve the rate of "first time fix." Servicers will be able to see the status of parts ordered through SmartProcurement, allowing them to better communicate with the customer about the timing of the repair.

Servicers will benefit from improved customer service and reduced administrative burden.

SmartProcurement will improve customer service through faster turn time, improved communication and a higher rate of "first time fix." SmartProcurement will reduce administrative burden by providing servicers with a convenient, single access point to order parts and get instant authorizations online. Servicers who use SmartProcurement will spend less time searching for and ordering parts, have better access to harder to find parts and benefit from lessened administrative burden through simpler and faster authorizations and payment.

"NEW continually looks for ways to improve our service offering to benefit the customer experience. We also recognize that there are many challenges facing the servicer community today," said Bill Maddox, senior director, service management for NEW. "To improve customer service and help servicers manage these challenges, NEW has committed to investing heavily in the future of service and finding new ways to support the delivery of exceptional service. The launch of the SmartProcurement program is one piece of the investment we are making and one that we believe will positively support the needs of customers and the service community." In addition to NEW SmartProcurement, NEW is investing in additional ways to support servicers in providing exceptional service to its customers. NEW has made significant investments in its ServiceBench platform and the NEW Command Center. Additionally, NEW has made investments in human capital and field management structure, which allows for open communication and strong relationships between NEW and the service community. These investments facilitate the scheduling of service with its service network, give members access to parts and provide a mechanism for closed loop tracking of the service event which ultimately will improve the delivery of care to the end consumer.

About N.E.W. Customer Service Companies Inc. (NEW) NEW is the leading provider of extended service plans, buyer protection services and product support, providing coverage to more than 150 million consumers. Founded in 1983, NEW offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product ownership experience. NEW's services provide revenue opportunities while building customer loyalty at every touch point — from purchase through trade-in to next purchase. Based in Sterling, Va., NEW operates 10 U.S.-based call centers and 12 Work-at-Home locations supported by a team of more than 5,500 employees. For more information, please visit NEW at or call 1-800 WHAT'S NEW (1-800-942-8763).

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