Case Study: Leading Provider of Device Insurance boosts agent confidence and NPS with Ozmo

How a global tech insurance and support provider increased agent confidence and NPS with Ozmo

Leading Provider of Device Insurance, a global tech insurance, warranty, and support company, needed a better way to equip agents with accurate, up-to-date device information. Before Ozmo, agents often relied on personal experience and limited access to physical devices, which could be unavailable, uncharged, or on the wrong software version—creating risk for low confidence and inconsistent customer support.

Ozmo’s assisted support platform, Ozmo for Agents, gave the company’s call and chat teams access to virtual devices, guided tutorials, and always-current answers across multiple software versions, supporting both customer service and agent training. The results included 90%+ agent confidence, a 7-point increase in agent NPS, over 1.5 million annual resolutions, and rapid onboarding gains, with new agents achieving more than 4 points higher NPS in their first six months.