Program Management

Each of our clients has an assigned program manager who is responsible for understanding your needs, goals and strategies. Our program managers are accountable for the performance of the program and are empowered to achieve results. Our program management plan is a comprehensive Extended Service Contract administration program that relies on key areas to maximize profitability.

Communication and Commitment
(senior management, store management and staff)
Goals, Performance and Accountability
Compensation and Sales Incentives
(Financial and non-financial recognition)
Marketing strategies
(Channel management, promotion, etc.)
Comprehensive Training

Controlling program losses is a major component that drives program profitability. TwoEXtend manages this in a number of ways. We have a strong team that continually reviews experience and advises of program improvements to terms and conditions, administration, or retail pricing.

We also manage losses through the operational administration of the program to ensure that customers are consistently serviced according to the terms and conditions of their particular program. Stopping a service event before it happens is an important element of controlling losses. Our automated systems and our call center personnel utilize troubleshooting logic to evaluate and diagnosis the problem prior to any service being scheduled