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News from Freedom Warranty

Delivering Customer Satisfaction

Last year, Freedom Warranty made a commitment to its clients: To dramatically improve Customer Satisfaction. One year later, that promise is being kept with major improvements to Overall Customer Happiness.

A comprehensive plan that included educating and motivating department managers and agents has resulted in a composite satisfaction score of 4-stars on consumer review websites.

Specifically, Google Business Reviews added one-and-a half stars (from a low 2-stars) to the composite rating of 3.1 stars. The Better Business Bureau increased by 20-percent to a total 4.74 out of 5 possible.

"Our industry is tough when it comes to customer satisfaction," said Freedom Warranty's new CEO, Chris Miller. "Contracts can be complex and lead to lots of misunderstandings about coverage, but in the end when a customer files a claim they want to be confident that they will be treated with respect and a sense of urgency. That's where we can turn a negative into a positive."

Long Term Effects

Miller admits that it can take months, if not years, to reverse the damage of bad reviews and unhappy customers. "Our dealers and sales agents depend on us to deliver on their promises to customers. We take that very seriously."

Social media and online reviews can have a powerful impact on the marketplace. Putting an emphasis on resolving consumer complaints requires complex coordination between the dealer network, customer service agents and claims teams.

Team Leadership

"Everybody has to be onboard when it comes to improving service. From the dealer making coverages clear to the customer, to how our customer service agents help contract holders do business with us, to how we handle claims," said Miller.

The gains made over the last 12 months mean keeping a constant attention to keep the ratings level and for any improvement, and Miller understands it is a constant challenge to maintain and improve ratings.

"We are laser-focused on customer satisfaction as we continue on the journey to becoming a leading provider and administrator of vehicle service contracts in the industry," said Miller.

Christopher Miller Named Chief Executive Officer

Freedom Warranty News Release
Christopher D. Miller
CHRIS MILLER

To support its continued growth, Freedom Warranty, LLC today announced the appointment of Christopher D. Miller as Chief Executive Officer (CEO), effective immediately. The announcement was made by John P. Skelton, President.

As Chief Executive Officer, Miller is tasked with directing the company’s aggressive growth plan this year and next. “Chris has been a driving force behind Freedom Warranty’s triple-digit growth over the past two years,” said Skelton. “His understanding of each part of our operation makes him the perfect choice to provide guidance for our company in the coming months.” Miller joined the company in 2015 and was named Vice President in 2017.

“In 2017 we expanded the company’s reach to include 21 states and the District of Columbia,” said Miller. “This year we will add an additional 15 states and expect to be in all 50 states by the end of 2019, if not sooner.”

Miller said the company’s growth in the Vehicle Service Contract (VSC) space is due to its commitment to superior service across all contact points. “We are very focused on training and elevating communications with clients and customers alike. For every issue there is a resolution; and for every solution there is positive change,” said Miller.

The company is slated to introduce several new products this year. “As a closely-held company we are flexible, with the ability to quickly adapt to market needs and trends,” Miller added.

Freedom Warranty is the administrator and obligor of every VSC product it sells through its Authorized Agents, automotive dealerships and service providers. The company’s corporate office and customer service team is based in Chattanooga, Tennessee. For additional information about Freedom Warranty visit online at www.freedomwarranty.com or contact the Office of Corporate Communications at (423) 680-6272 or send email to marketing@freedomwarranty.com.

Customer Portal Goes Live

Freedom Warranty News

FWIS Version 2.0 Release Debuts Major Upgrade and New Customer Portal

Freedom Warranty of America launched  version 2.0 of its innovative proprietary, interactive cloud-based client application, the Freedom Warranty Integrated System, on March 26.

FWIS - Online Dealer Management Tool

The FWIS Dashboard is the most extensive and easy-to-use online dealer management tool in the Vehicle Service Contract industry.

Freedom Warranty vice-president and project executive, Chris Miller, said the latest version takes client and customer management to the next level.

"Version 2.0 is a major upgrade that we have been working on for several months. It is a robust set of tools engineered from the ground up to make it easier than ever to use—for our dealer clients and now, for customers, too."

Customer Portal Gives Contract Holder Easy Access

Giving access to contract holders with a simple-to-use online dashboard allows them to get details of their coverage, communicate with customer service representatives, monitor claims progress, and make financed contract payments using familiar gateways.

"Our primary goal was to respond to our dealers' needs in allowing buyers to get the information they need without using the dealership as a intermediary," said Chris Miller. Customers are assigned login credentials as part of the on-boarding process following a sale.

The cloud-based service is accessed through a standard Internet browser.

After a secure login, customers are able to view and edit profile information, communicate with the Freedom Warranty Customer Service Team, and monitor any active claims.

About Freedom Warranty

Freedom Warranty is the fastest-growing Vehicle Service Contract company in the nation, doing business in 19 states with independent and franchise dealers. Based in Chattanooga, TN the company has a 100-percent U.S.-based customer support team.

 

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