Client Provider Solutions
Warranty Administration Services
● Warranty Operation Consulting Services NSA has extensive experience in warranty operations and can assist in developing the most effective and efficient warranty operation processes.
● Single Source Warranty Department NSA can be your entire warranty department. NSA has everything a company needs to provide and manage on-site warranty operations. It is no longer necessary to hire your entire warranty department, office space, and equipment.
● NSA provides those services better than you can and at a fraction of the cost. One person from your company can manage the entire operation and still have time for other responsibilities. Innovative and effective operational procedures allow the state-of-the-art solution to be set up in 30 to 45 days.
● Extended Warranties and Management NSA can create an extended warranty program for any client that can be easily offered to a customer through the technician app when a customer signs the device to indicate a repair was completed. The offer and message can be custom designed and based on the unique product and circumstances of each individual customer.
● NSA provides those services better than you can and at a fraction of the cost. One person from your company can manage the entire operation and still have time for other responsibilities. Innovative and effective operational procedures allow the state-of-the-art solution to be set up in 30 to 45 days.
Logistical Services
● National Field Service Network.
● NSA maintains national networks of fully vetted and experienced field technicians in various vertical markets. NSA’s specialty is a major appliance service and television service.
● Insurance – All service providers are fully insured and certified.
● Local Customer Carry-In Depots and Drop Off Locations. NSA has local store front locations throughout the United states where customers can drop of their small items for repair.
● Ship-In Repair Depots NSA has four regional repair depots where product can be shipped for repair. NSA can ship an shipping label. Items arrive at the depot the initiated and back to the customer within one week.
Customer Service Solutions
● NSA’s innovative platform does more than any other service platform on the market. This amazing platform comes as part of the service. It provides complete visibility into every aspect of the repair cycle. From dispatching, availability, to triage to parts ordering, parts shipment tracking, technician tracking, open claims management, claims processing, payments to the service provider and part returns processing. It is all part of NSA’s platform and gives you visibility into every event in the service cycle that takes place.
● NSA provides multiple types of integrations including open API.-EZ Button simplified integration provides 95% of functionality for very minimal setup costs. This is an extremely cost-effective approach to integration.
● A Customer Portal link to a customer portal is provided for every dispatch. Emails are sent to the customer when the dispatch is setup. The email contains a link the customer can click to access the status of his repair. This simple process eliminates many unnecessary calls to the call center and helps the customer feel in control of his repair. The customer can even reschedule a service call through the portal. He can see a running history of each and every event that has occurred during the repair life cycle. The customer can even track the shipment of parts that have been ordered.
● Customer communications NSA provides the most comprehensive customer communications system available, you can schedule emails and texts to be sent to a customer’s account at any event in the repair cycle. All texts and emails can be modified to say exactly what you want them to say. They can even be prepared to use your corporate look, feel, and logo. Your company can stay front and center in the customer interaction to reap the rewards of effect customer communications.
● Reduction in incoming calls to call center NSA focuses on reducing calls to your call center All expectations are set on the first call to your call center A dispatch confirmation email or text can be sent to the customer that proves the contact information of the service company, and the date and time window during which the tech will arrive. The email or text also contains a link that enables the customer to see what is going on with his repair and to reschedule the repair appointment to a time more comfortable for the customer
Triage Diagnostic Services
● Triage – NSA’s special triage application enables technicians to repair a higher percentage of dispatches on the first trip. The triage functionality determines which parts are needed based on the model number and complaint, it orders the parts and has them shipped to the technician so he has them on his truck when the go to the customer’s home. Fewer trips = lower costs, happier customers and fewer buyouts and calls to your call center.
● Virtual Technician Triage, Chat, Live, Camera Share.
Supply Chain Visibility
● Parts Ordering – NSA can order parts directly on your parts account so you can purchase parts at whole sal without having to pay a markup.
● Parts Discounts- Save 20% on parts
● Core & Return Parts Tracking Management – When a technician replaces a part with a core, he returns the defective replaced part to the parts supplier. This entire process is tracked in the NSA system. NSA
creates the return shipping label and when the core is received by the parts supplier, the scan of the return shipping label identifies the actual repair the part was used in NSA tracks every core and makes sure it was returned. If not, we can deduct the cost of the part from the service provider’s claim payments to recover the cost of the core. Extensive reporting and queues make the management of returns a simplified process.
● Parts invoice reconciliation – We have reporting that reconciles parts statements to parts that were ordered, parts that were included on completed tickets, parts ordered for repairs that are in process, parts not used and parts returned.
● Closed Loop Parts Processing – NSA’s closed-loop parts processing is used for OEM’s to track the usage of parts on a warranty claim and determine if the part was actually defective or not. A certain percentage of installed parts are returned as a core to Encompass where they are tested to validate if the part actually needed to be replaced. This simple test is very cost effective and helps decide which parts should be recommended during the triage process. It also provides a pool of parts that can be sent to the engineers to determine a better design and reduce part failures.
Client Dashboard
● Open Repair Management – We take the headache out of managing open repairs. Our team of regional service managers has powerful dashboards and automation tools that identify potential problems before they mature so they can be resolved in a timely manner and thus preserving a positive customer experience.
● Service Analytics -NSA clients have access to one of the most powerful Business Intelligence and
Analytics programs are available. It is included at NO additional charge simply by being a client of National Service Alliance. This tool is directly connected to your company’s service data and enables you to design any dashboard you can imagine. It provides a powerful capability to filter, slice, and dice the data quickly and easily so that you have all of the information needed to make informed strategic and operational decisions.
● Payments to Service Providers -NSA pays all of its service providers through direct deposit to their bank or through a credit card. The choice is up to the service provider.