Client Story
ProtectAll
It’s ok to use that new oven or let the dog sit on the couch. For more than 30 years, ProtectAll has made it easy for consumers to protect their retail purchases and use them without worry. The company is one of the largest furniture, appliance, and electronics warranty providers in the US, partnering with top retailers to provide protection plans to their customers.
When consumers need help making a claim, ProtectAll service agents handle inbound support calls to repair or replace their valuable items.
Why ProtectAll Chose Sharpen
For more than five years, ProtectAll battled issues with its cloud-based contact center software. The platform would often break down for hours — sometimes days. Yet, the provider continued to increase pricing without offering additional functionality or value. The system also lacked reporting that was robust enough to pull the most up-to-date and accurate KPIs and insights to steer ProtectAll toward growth.
ProtectAll’s leaders evaluated several contact center services, digging deep to find a system that could meet its needs at a fair price. Sharpen was the clear winner for ProtectAll, offering a more robust platform with native features and reporting to give agents the tools they need to service customers fast.
Industry: Financial
Agents: 30+
Business Size: Mid-Market
Location: Dothan, Alabama
Needed Functionality: Smooth implementation, fast support, reliability, agent performance tracking, ongoing development
Using Sharpen, ProtectAll’s abandonment rate was reduced by 75%
Hear from Deysi Sanchez, VP of Administration and Compliance, on how ProtectAll uses SMS tocommunicate better with customers.
ProtectAll Serves Customers Faster with Robust Features
Now, ProtectAll uses features like chat, SMS, and email to connect with customers across channels, as well QA to review calls with transcripts and screen captures. The team also uses “wall board” reporting so the entire contact center floor can view the same data in real time.
Receipts, photos of damaged items, and other documentation help guide the direction of service ProtectAll will provide. Instead of requiring customers to use a different system to upload photos, they can quickly and easily text pictures to the agent. This gives agents the information they need to make decisions quicker, contributing to ProtectAll’s decreased call abandon rate from 5% to just 1%.
Sharpen also gives ProtectAll the ability to tier its support to focus on gold level clients or complex issues instead of spending time on routine tasks. Now, the company’s average speed of answer is just 30 seconds or less.
“I can tell you that every area in our operations has been positively impacted since our Sharpen implementation, including our workforce management team who now has the ability to pool data, analyze it, and provide a “steering wheel” for our business.”
Data Visibility for Every User
ProtectAll especially appreciates Sharpen’s in-depth data and analytics capabilities. Teams have access to as much or as little raw data as they need, resulting in shorter reporting cycles.
“I can tell you that every area in our operations has been positively impacted since our Sharpen implementation, including our workforce management team who now has the ability to pool data, analyze it, and provide a “steering wheel” for our business,” said Sanchez.
Now, leadership has the data they need to make better decisions for the growth of the business.
Good Service Goes a Long Way
As a fellow service organization, ProtectAll teams know good support when they see it.
“I’m in the service business, and I look to ensure that service is top priority for any partner of ours,” said Sanchez.
Whether support teams need help creating new logic, setting up bots, or activating new features, Sharpen Care and ProtectAll’s client success manager act fast to provide answers. And because other tools like ProtectAll’s workforce management software are integrated into the platform, Sharpen handles third-party vendor questions too.
Ongoing Value
One of ProtectAll’s biggest indicators of value? New features and functionality. As Sharpen adds more tools to the platform, ProtectAll’s ROI grows without increasing spend. This is especially important as ProtectAll looks to expand internationally beyond the US and Dominican Republic.
“The more tools we have to manage our agents across the country makes it that much easier for us to do,” said Sanchez.
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