2024

Customers Over Celebrities

Entrant Company

Toco Warranty

Category

Customer Service - Training / Knowledge-Based

Client's Name

Country / Region

United States

“WHOOOO!!!!”
Ric Flair screams at you from the TV set. Perhaps next time it will be Vivica Fox, Chris Berman, or Ice Tea. CarShield spends a lot of money hiring celebrities to promote their product. That costs a lot of money.
Toco spends that kind of money also… but on claims and customer success, not marketing.
Intro:
Toco Warranty is the highest overall rated provider of Vehicle Service Contracts (AKA extended warranty). Toco earned these accolades by investing in its customers’ claims and their success rather than paying expensive celebrities to promote Toco products on TV or radio.
Toco Warranty is a pioneer in the extended warranty space, creating the first program to be a month-to-month, subscription-based service. This approach means that instead of customers being locked into 3–7-year contracts, Toco gives the customer a service that they can cancel at any time. That means that every month, Toco has the onus of winning the customer’s business. Unlike its competitors in the market space, Toco administers and is at risk for customer claims, creating a full-stack customer experience that is managed and fulfilled by Toco. Toco’s Concierge team works with the customer from the initial claim call to the last, remaining in constant communication regarding a claim and providing support for the customer along the way to ensure that a vehicle breakdown has minimal impact on the lives of their customers.
The “other guys” sell the product and then leave the customer in the hands of whichever third-party administrator handles the claims. This creates customer confusion, conflict, and a lack of accountability.
Wouldn't you want to put your trust in a business that owns the customer experience at every touchpoint including reputable sales principles, honorable claim adjudication, and Titan award-winning customer service?
Or, do you want to put your trust in a company that promotes using the "Dirtiest Player In The Game”?

Credits

Executive Vice President
Paul McGee
COO
Brad Basmajian
Vice President of Operations
Pauline Brooks
Sr. Director of Growth and Aquisition
Tranell Montague
President
Todd Early
 
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