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Return to Press Release MenuIC Frith & Associates Chooses Snap-on Business Solutions Extended Warranty SolutionRichfield, OH - August 16, 2007 - Snap-on Business Solutions (SBS), a division of Snap-on Incorporated, and IC Frith & Associates, a leading global Administrator of Extended Warranties, today announced that SBS will implement a high-performance Warranty Solution for IC Frith based on the SBS Warranty suite of products and services. This solution will help to manage the entire Extended Warranty process-improving customer satisfaction and significantly decreasing operational costs.Matt Smithson, Call Center Manager with IC Frith & Associates, says: "After concluding an exhaustive due diligence process, Snap-on Business Solutions stood as the clear leader by providing a world-class, scalable solution. From our very early discussions through the analysis phases to our final negotiations, it was clear that SBS desires a true partnership with IC Frith and that the Business Solutions team can bring the optimal mix of technical expertise, program management and innovation to deliver an unbeatable solution for our growing business." Used by more than 32 organizations globally, the modular SBS Warranty Platform delivers a flexible and cost-effective path to lower warranty reserves, paperless workflow management, rules-based claims management and decision making, integrated data warehousing, improved quality and increased customer/business partner satisfaction ratios. Its comprehensive Policy and Workflow engines automate and facilitate the design, deployment and management of the complex rules associated with the capture, adjudication, communication and analysis of Service, Warranty and Extended Warranty transactions. Business users can address and manage the data as well as the logistical aspects of processes such as Returns and Supplier Recovery. IC Frith & Associates has experienced dramatic growth over the last few years. The company's growing success comes from exceptional service delivered by experienced Customer Service Representatives and a superior network of Repairers and Replacement Providers. Andrew North, General Manager at IC Frith & Associates, says: "Increasing demand for new services, increasing claim volume and demanding support goals drove the need for a comprehensive Warranty infrastructure to meet business objectives today and for our future. With our Consumer in-bound Call Centers, high volume of claims, constantly-changing complex product hierarchies and finely tuned decisions about distribution of work to Repairers, we required a flexible system that would enable us to not only automate the flow and judgment of claim information but also to make ongoing changes as required. Performance and cost management of the Repairer network is a critical driver of our business. It is imperative for IC Frith to both implement best practices now and to promote continuous improvement as we gain valuable information provided by the integrated SBS Warranty Analytics module." According to Scott McEwen, Vice President, Snap-on Business Solutions: "When applied to IC Frith & Associate's operations, the innovative SBS Extended Warranty module will automate claim and work allocation decisions, ensure seamless collaboration between the company and its global Customer and Repairer networks and provide Executives at IC Frith & Associates and its customers with a clear line of sight to key metrics and business performance-in their language and currency of choice. We are very excited to partner with IC Frith & Associates and to expand our presence in the warranty market." About IC Frith & Associates IC Frith & Associates has been in business since 1983 and is the largest warranty and extended warranty service provider in Australia. IC Frith is a top 10 insurance broker by revenue in Australia and New Zealand and has offices located in New Zealand, Singapore, Malaysia, Slovenia and a national branch network in Australia. IC Frith hosts a major call center in Sydney as well as one in Singapore and New Zealand. IC Frith specializes in distributing extended warranties through consumer appliance and computer retailers, including the largest retailer in Australia. Their network of over 1000 Repairers and internal staff of 80 supports their global extended warranty business covering computer, electrical and white goods. About Snap-on Business Solutions Snap-on Business Solutions, a division of Snap-on Incorporated based in Richfield, Ohio, is primarily engaged in the delivery of market-specific warranty solutions and comprehensive parts, accessories, and service information—in electronic form—to the automotive, power equipment, and powersports manufacturing markets. Its CD and Internet based products transform complex technical data, like parts and accessories catalogs and service manuals, warranty claims and registrations into easily accessed electronic information. Snap-on's innovative approach to a single-platform solution helps to increase productivity and drive sales for original equipment manufacturers, their suppliers and their dealership networks. Contacts: David Foutz Director, Global Marketing Snap-on Business Solutions 1-800-443-6910, ext. 1953 david.foutz@snapon.com Andrew North General Manager IC Frith & Associates 02 8853 9152 andrew.north@icfrith.com.au Return to Press Release Menu |
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