what is the process to
get an appliance warranty
program off the ground?
...............................................................................

implementation process

Implementation can take as little as four months once an agreement has been signed.

During the start-up phase CAP, working with the company, will solicit servicers in your service territory to participate in the program. CAP will schedule informational meetings throughout the company’s service territory, and/or solicit servicers by mail.

CAP will work with the company’s IT group for an acceptable format for trading information on customer additions, changes, and cancellations. The company’s systems must be able to bill for other products and services, and also be able to spin off a file of those customers on a regular basis. At month-end, a complete listing of customers and amounts billed will need to be produced and sent to CAP.

CAP will customize a brochure for use in the company’s program. The company is then responsible for the printing and distribution of the brochures through its marketing efforts.

day-to-day administration

Once the program kicks off, CAP answers the phone for calls from potential customers and current customers with problems. CAP has a call center that operates 24 hours, 7 days a week.

CAP sends out a welcome packet to each new enrollee. The welcome packet includes a letter, the agreement and another brochure. Included in the packet are one large and two small refrigerator magnets with CAP’s phone number, so the customer can call when a question or a problem arises. The magnets provide easy access to the phone number, so the customer does not have to sift through paperwork to get the help they want.

CAP receives invoices from servicers, reviews the invoices, and pays the servicers for work performed.

CAP also monitors the quality of its servicer network by sending out survey letters after each and every repair. The survey letter gives the customer a reminder that value was received from the program and makes sure the customer is happy with the service. A brochure is also included with the survey letter, so the customer can pass it along to a friend or relative.