Case Study: uBreakiFix by Asurion boosts frontline confidence and searchability with Bloomfire

uBreakiFix by Asurion boosts frontline confidence by 25% with Bloomfire

uBreakiFix by Asurion, a nationwide electronics repair service with hundreds of stores, faced a significant challenge in scaling frontline knowledge across its growing business. Their legacy point-of-sale knowledge system had limited search capabilities, forcing technicians to rely on outdated documents and tribal knowledge, which led to frequent escalations, slower repairs, and inconsistent service.

To solve this, uBreakiFix partnered with Bloomfire for its mature AI-powered search platform. The solution provided intuitive search across all content types, robust governance to ensure content freshness, and analytics to identify knowledge gaps. As a result, Bloomfire helped deliver a 25% lift in frontline confidence, stabilized support escalations during a major platform migration, and reduced reliance on senior technicians, leading to more consistent service execution.