Type of Customer & Domain

A leading auto warranty provider offering extended service contracts nationwide, serving both individual customers and car dealerships.

Context

The provider faced mounting customer support costs and low digital engagement. Clients demanded modern, self-service capabilities, but the provider’s tech stack couldn’t meet expectations.

The Challenge

Customers increasingly expect real-time digital access to their warranty policies, claims, and documents. Traditional systems with limited or no self-service capabilities generate high support volume and degrade satisfaction.

The asmbel Solution

An auto warranty provider adopted asmbel’s Customer Management module, which delivered a sleek self-service portal accessible on web and mobile. Customers could file claims, view history, download policy documents, and receive real-time updates without calling support.

The Outcome

• Support volume dropped by 52% in 60 days
• NPS increased by 18 points
• Faster resolution and lower abandonment rates

Takeaway

Digital self-service isn’t optional; it’s a CX differentiator.

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