N.E.W. Customer Service Companies, Inc. (NEW), the nation’s leading provider of extended service plans and buyer protection programs for consumer products, announced today the acquisition of ServiceBench, the leading provider of technology-based service management solutions for U.S. retailers and manufacturers based in Fairfax, Va. This acquisition will allow NEW to become the first in its industry to have complete visibility into the entire service life cycle. The combined capabilities of NEW and ServiceBench will bring clients turnkey solutions for the development, implementation and management of comprehensive customer care and warranty programs.
“Bringing ServiceBench into the NEW family is a win for everyone. As long-standing partners of ours, ServiceBench brings NEW broader client solutions as well as a robust technology platform from which to manage and deliver exceptional service,” said Tony Nader, CEO of NEW. “Additionally, we are combining our deep understanding of retail and the delivery of exceptional customer service with their manufacturing relationships and technological power. This unique combination will allow NEW to continue to raise the bar in service delivery and expand our value throughout the entire service delivery life cycle — ultimately leading to a better experience for the consumer.”
Founded in 2000, ServiceBench is a privately held corporation that started as a developer of Internet business-to-business e-commerce and extranet systems and quickly grew into one of the world’s most successful on-demand partners for integrated service supply chain solutions. ServiceBench solutions help increase customer satisfaction and reduce costs for manufacturers, retailers, extended warranty providers, parts distributors and service providers in multiple industries, including appliances, consumer electronics, computers, HVAC, plumbing, outdoor power equipment, food services and construction. The company supports leading global retailers and manufacturers, including Whirlpool, Sears, IBM, Samsung, Mitsubishi and Electrolux — and executes more than 40 million service transactions per year for its customer base.
The online software applications developed by ServiceBench work together to fully integrate the client’s complete range of service management activities, including service call management, field service management, parts management, claims management and service contract management. Each ServiceBench solution includes service intelligence analytics that mine data for strategic information to improve service processes, increase the dependability of products and reduce operational costs. For example, the company’s claims recovery solution provides added value for clients through its warranty claims tracking system that filters repair claims and determines what amount is financially recoverable, resulting in millions of dollars of potentially “found” income for retailers.
ServiceBench has been recognized by Deloitte & Touche as one of the 500 fastest-growing technology companies in North America, named in the Washington SmartCEO Future 50 and listed by Manufacturing Business Technology magazine as one of the top 40 emerging software companies.
“We are incredibly excited to add our client roster and suite of services to the NEW family,” said John Estrada, ServiceBench COO. “NEW has led its industry in every major innovation for the past 25 years, and we look forward to applying our expertise in technology-based service management systems to offer its clients and customers the broadest available range of warranty services and help drive its future leading-edge initiatives.”
ServiceBench has 110 employees located throughout three business locations, including its headquarters in Fairfax, Va., an office in Columbia, Md., and its European headquarters in the Netherlands. NEW has more than 3,700 employees located across the U.S., Canada and China.
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 100 million consumers worldwide. Founded in 1983, with headquarters in Sterling, Va., NEW provides award-winning post-sale consumer care for leading retailers, consumer service providers, wireless carriers and financial services firms. For more information, please visit NEW at www.newcorp.com or call 1-800 WHAT'S NEW (1-800-942-8763).
About ServiceBench
ServiceBench is a leading provider of service management solutions that integrate post-sales service activities, including service call management, field service management, parts management, claims management and service contract management. The ServiceBench on-demand system easily enables service transactions between manufacturers, retailers or extended warranty providers and their network of parts suppliers, distributors and service providers. ServiceBench solutions provide the essential foundation to manage the service chain for profit and competitive advantage. For more information, please visit www.servicebench.com