Finally an Insurance Program for

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INTRODUCING
most carriers provide CARRIER GRADE
PROTECTION
FOR WIRELESS
DEALERS
THIS IS THE WRONG TIME TO
ASK
Ŷ HOW
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GOOD YOUR HANDSET
Ŷ Bullet Indent
PROTECTION PROGRAM IS FOR
YOUR CUSTOMERS

Why your customers want handset protection

Ŷ 1 in 4 handsets are lost, stolen or accidentally damaged each year

Ŷ Customers want peace of mind through an affordable solution to protect their cell
phone investment
Ŷ There is concern over the increasing cost of replacement devices as the trend
continues toward the purchase of more higher-end handsets and Smart phones
Ŷ Issues with Cell Phones are a major reason for churn ± ³FKDUJHEDFNV´
Ŷ Significant Demand ± Our customer take rates are as high as 50%

YOUR CUSTOMERS WANT When eSecuritel insurance programs are of f ered, on average, one in
three customers will enroll. Customers desire the peace of mind that
HANDSET PROTECTION comes f rom af f ordable protection f or their cell phone investment.
WE HAVE A LONG-TERM
UNDERSTANDING
Ŷ Bullet One
OF YOUR
Ŷ Bullet Indent
BUSINESS NEEDS

Expertise WKDW¶VUHDG\WRZRUNIRU\RX :H¶UHhere to support you

Backed by nearly a decade of success,
eSecuritel specializes in wireless handset
protection programs for over 25 wireless
providers.
Leveraging our proprietary HITSTM technology,
we provide the most efficient process and
highest level of customer satisfaction.
Ŷ We offer our dealers a full range of support to take care of
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Ŷ Corporate Offices in Atlanta
Ŷ Engineering and Software Development
Ŷ Account Management
Ŷ Insurance and Regulatory Compliance
Ŷ Supply Chain Logistics
Ŷ Call Center Management, Training, Escalations
Ŷ Marketing and Sales Development
Ŷ Call Center Operations in Augusta, GA & Columbus, OH
Ŷ Warehousing/Logistics in Dallas, TX & Bristol, TN

eSecuritel specializes in comprehensive wireless handset protection

and replacement programs. We have over nine years of experience
THE WIRELESS PROTECTION of f ering flexible custom solutions to wireless carriers and dealers,
SPECIALISTS and have more carrier partners than any other wireless handset
insurance provider.
WE HAVE BUILT OUR BRAND
HELPING OUR PARTNERS
BOLSTER THEIRS
A TRUSTED PARTNER IN THE More carriers turn to eSecuritel to manage their wireless protection
programs. Now, our f lexible technology based offering gives dealers a
WIRELESS PROTECTION customizable program that suits their business model, and allows them
INDUSTRY comparable services previously available only to carriers.
 THE ESECURITEL DIFFERENCE

A BETTER CUSTOMER EXPERIENCE

THAN THE WIRELESS CARRIERS PROVIDE

Ŷ Enable ³2YHUWKH&RXQWHU´)XOILOOPHQWRIClaims
Ŷ Leverages your relationship with your customers
Ŷ Best possible customer experience
Ŷ More customer touch points, i.e., accessory sales, upgrades
Ŷ Fully Integrated/Automated Enrollment and Claims Processing
Ŷ Real time claims visibility
Ŷ Streamlined processing
Ŷ Monthly Insurance Premiums
Ŷ Eliminate the need for large annual up front payment
Ŷ Increase take rate
Ŷ Recurring UHYHQXHVWUHDPLH³UHVLGXDOV´
Ŷ Full Department of Insurance Compliance
Ŷ Underwritten E\³$-5DWHG´Insurer
Ŷ Compliant in all 50 states and Canada

ONE MORE REASON FOR CUSTOMERS When insurance is of f ered in eSecuritel programs one in three
customers will enroll. This is a way to provide a service your
TO COME TO YOUR STORE INSTEAD OF customers want to have, and increase customer satisf action
THE CORPORATE STORE with your stores.
 POS INTEGRATION

Simple, customer-focused %HQHILWVRI³7XUQ.H\´ ‡

technology puts you in control
‡
Streamlined POS process
Claim Status Visibility
POS Integration ‡ Detailed Reporting
‡ Customer Satisf action
‡ Ease of Implementation

processes f or your customers. At any time, your store

IS WEB-BASED AND INTEGRATES representatives have inf ormation available to support your
EASILY WITH YOUR EXISTING customers.
TECHNOLOGY CHOICES
 INSURANCE CLAIM PROCESS

³29(5-THE-&2817(5´
REPLACEMENT OPTION

INSTANT GRATIFICATION Get your customer a replacement handset within minutes of

making a claim. Create opportunities to upgrade, add
CUSTOMER SATISFACTION f eatures and of f er accessories.
 INSURANCE CLAIM PROCESS

³$'9$1&('(;&+$1*(´
REPLACEMENT OPTION

QUICK AND EFFICIENT CARE There are multiple ways f or your customers to initiate a claim, and
quick and knowledgeable support when they need it. Customers
FOR YOUR CUSTOMERS with insurance have af f ordable options when they have a problem
with their phone.
 TRAINING AND SUPPORT

WE'RE LIKE A SUPPORT GROUP

FOR SUCCESS ADDICTS ...

All of the tools you

need to be successful

No matter how good a wireless protection program is, it can

quickly f all short of expectations without f ull training and
support. We provide our partners a f ull suite of online support
and training products to help you get the most out the program.
Ŷ Comprehensive Team Training
Ŷ In-store training and FAQs, dedicated help desk #
Ŷ New hire training/ref resher training, train the trainer
Ŷ Certif ication/testing, perf ormance based rewards
Ŷ Call center training and scripting
Ŷ Dealer Site f or Wireless Customers
Ŷ Dealer site is accessible to customers 24/7,
providing program details, program announcements
and contact inf ormation f or claims

MAKES IT POSSIBLE Leverage our experience to support your retail locations. We have
integrated thousands of suggestions f rom store representatives to
SUPPORT MAKES IT SIMPLE make it as easy as possible to support your customers.
 MARKETING SUPPORT

... PROVIDING EVERYTHING

YOU NEED, TO SUCCEED

:H¶OOHYHQKHOS\RX
maximize take rates

eSecuritel provides its partners with comprehensive marketing

support to assist in increasing take rates at the point of
purchase. Our customer-centric campaign helps you keep your
wireless protection program top-of -mind during the
consideration phase, and gives your associates easy cues to
introduce your customers to the program at purchase.
Launch Packages Include
Ŷ Posters
Ŷ Stickers or Lanyards
Ŷ Program Guides (100 per door)
Ŷ An Acrylic Program Guide Holder
Ŷ Laminated Claims Flow Charts

:(¶//HELP YOU MAKE THE :H¶OOZRUNZLWK \RXWREXLOGDVROXWLRQWKDWPDNHV VHQVHI RU\RXU

business, and help you get the most out of your handset protection
MOST OF YOUR PROGRAM program.
 QUALITY CLAIMS MANAGEMENT

THIS IS THE RIGHT TIME TO ASK

HOW GOOD YOUR HANDSET
PROTECTION PROGRAM IS FOR
YOUR CUSTOMERS
Ŷ Subscribers have a right to a simple, hassle-free experience
eSecuritel provides wireless subscribers with peace of mind by
delivering what we promise in both a quick and prof essional manner
supported by industry leading technology. And our f ully compliant
of f ering protects your customers with the best possible replacement
service.
Ŷ Call Center Statistics
Ŷ Redundant centers ² 99.999% uptime
Ŷ Largest contact center company in the world ² 80K seats,
Multi±Lingual
Ŷ Daily web-enabled agent perf ormance monitoring
Ŷ Planning
Ŷ +,76Œ DOORZVI RUFXVWRPVFULSWLQJE\FOLHQW
Ŷ Call center training coordinated by eSecuritel Training Ŷ Fulfillment
Department Ŷ SLAs def ined and enf orced with shipping partner by eSecuritel
Ŷ Program Ŷ 100% quality inspection perf ormed on all phones bef ore shipping
Ŷ Access to calls, synchronous and asynchronous, call Ŷ Quality of eSecuritel ref urbished phones is higher than OEM
recording up to 100% Ŷ eSecuritel ships replacements via overnight f ree of charge if any
Ŷ KPI reporting capabilities at all levels, custom reporting on def ects are f ound
the f ly, complete transparency Ŷ Metrics
Ŷ Escalations capability provided by eSecuritel staf f Ŷ 70/30 service levels, < 3% abandoned

:(¶//TAKE CARE OF We process thousands of claims a year, and according to the Better
Business Bureau have the lowest complaint rate in the industry. Our
YOUR CUSTOMERS partners depend on us to take care of their customers.
 CUSTOMER SATISFACTION

THIS IS THE RIGHT TIME TO ASK

HOW GOOD YOUR HANDSET
PROTECTION PROGRAM IS FOR
YOUR CUSTOMERS
Real-Time Customer Satisfaction Surveys
Each customer experience is important to us at eSecuritel. Af ter each call, every
customer is transf erred to the IVR to complete a Customer Satisf action Survey.

Ŷ How satisf ied were you with how easy it

4.06
was to f ile a claim today?

Ŷ How satisf ied are you with how

knowledgeable the customer service rep 4.17
was that just assisted you?

Ŷ How satisf ied are you with the value of

3.87
your/this wireless protection program?

Ŷ Would you recommend this program to a

f riend or f amily member? (yes/no) 78%
Scale: 1 = very dissatisfied ± 5 = very satisfied
2009 eSecuritel Customer Satisfaction Survey Average

ESECURITEL DELIGHTS Surveys show that eSecuritel customers are very

satisf ied with the quality of service they receive and the
YOUR CUSTOMERS value of our product.
 COMPLIANCE EQUALS PROTECTION

COMPLIANCE, RISK ASSUMPTION

AND MANAGEMENT

Ŷ Insurance Licensing and Compliance

Ŷ Licensed in all US States & Canada
Ŷ On-going practices to ensure program compliance
Ŷ Risk Assumption
Ŷ Flexible ± eSecuritel can assume and underwrite risk
Ŷ Risk Management
Ŷ Extensive training of Dealer sales associates to ensure
compliant sales practices
Ŷ Fraud Mitigation
Ŷ eSecuritel manages escalation process
Ŷ Fraud management practices through out the claims process

PROTECTING YOU AND Licensed in the US and Canada and underwritten by

an A-rated insurer to provide you and your customers
OUR CUSTOMERS with the highest level of protection.
WHY DO WIRELESS DEALERS CHOOSE ESECURITEL?

Carrier eSecuritel
Wireless Dealer Benefits Program Program

Generate Revenue for Dealers

Avoid Financial Risk / Exposure

Ease of Implementation

Ease of Management

Tailor Pricing Tiers to Maximize Value to Customer

Department of Insurance Legal Compliance

Dealer Branding (Private Label)

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6XSSRUWIRU³0RQWKO\´RU$QQXDO´ 3D\PHQWV

Web Based Claims Processing and Tracking

Real Time Visibility into Claim Status

Account Management and Marketing Support

Integrated / Automated to Work with Dealer POS

AN ESECURITEL MANAGED PROGRAM H6HFXULWHORI I HUV\RXD³&DUULHU *UDGH´ LQVXUDQFH SURJUDP

that enables you to provide your customers a superior
DELIVERS THE MOST WIRELESS experience and better value than other dealer programs.
DEALER BENEFITS