Case Study: Asurion achieves scalable, rapid email support with Simplr

Simplr Supports Enterprise Company Asurion

Asurion, the world’s largest provider of technology services, needed a reliable way to handle customer email inquiries while many employees shifted to work from home during the COVID-19 pandemic. The company also had to maintain enterprise-grade security and meet strict client SLA requirements, especially during peak periods like Black Friday. Simplr helped support Asurion’s email customer service operations.

Simplr provided a distributed, scalable email support model that enabled Asurion to deliver timely, empathetic responses without disruption, even during volume spikes. With Simplr, Asurion was able to meet and exceed email response-time SLAs, maintain high security standards, and avoid the overtime and scheduling strain typically required for peak demand. Simplr also helped enable personalized responses, CSAT measurement on each interaction, and on-demand staffing that could scale with demand.

Asurion

Shawn Kelly

Director of Work Home Protection Operations