Case Study: Tier 1 U.S. Mobile Company achieves seamless high-volume customer support with Assurant

Delivering Market-Leading Tier 1 Support for Connected Device Customers

A Tier 1 U.S. mobile company required a partner to manage complex, high-touch customer service for its new connected home and vehicle product lines. The challenge involved delivering comprehensive Tier 1 technical support, adhering to strict SLAs, and providing a seamless experience across consumer and business segments to drive high customer satisfaction and brand loyalty.

Assurant deployed dedicated U.S.-based teams with deep product training and full access to the client's systems for seamless troubleshooting. By utilizing AI-powered tools and custom training, Assurant achieved 100% SLA adherence across both product lines, a 98% total resolution rate, and an 85 average NPS, successfully meeting the carrier's ambitious support goals.