NEW to Host Service World 2009

Retail, manufacturing leaders to gather for annual user conference to share best practices, technology innovations in post-sale services

STERLING, Va.--()--N.E.W. Customer Service Companies, Inc. (NEW), the leading provider of extended service plans, buyer protection services and product support, announced today it will host Service World 2009 from Oct. 14-15 at the Hyatt Regency Reston in Reston, Va.

This sixth annual user conference will bring together top leaders in retail and manufacturing from a variety of industries to focus on driving service excellence throughout the post-sale service chain with innovative strategies. Participants will have an opportunity to learn from each other through case-study presentations, panel discussions, breakout sessions and social activities.

“The importance of improving customer loyalty and retaining customers is always critical in business, but never has it been more essential than in today’s environment,” said Louis Rose, vice president of NEW ServiceBench operations. “At Service World, service industry thought leaders are given a unique opportunity to share insights and best practices while learning how new service management solutions can help them take their service programs to even higher levels of excellence.”

Bill Maddox, vice president of NEW service management, will give the keynote address, titled “Driving Service Excellence.” The general session of the conference will include presentations from Rose about the product road map of ServiceBench, NEW’s suite of service-management solutions.

Panel discussions will feature industry leaders on such topics as “Leveraging Delivery and Installation Opportunities” and “Being Green – Environmental Impacts.” Following lunch, guests will have the opportunity to attend a series of breakout sessions that will focus on best practices and innovative solutions for enhancing customer service, such as:

  • Servicers Mobile Connectivity – Covers methods for service companies to provide near-real-time data about dispatch. Mobile applications allow servicers to update sub status; see dispatch information; manage parts; reject, accept and complete dispatch; check service history; and check entitlement.
  • Delivering Care Online – Reviews best practices for managing the service experience, including warranty coverage, delivery and installation, troubleshooting, on-site service and claims.
  • Optimizing Costs – Today’s and Tomorrow’s Service Pressures – Discusses solutions and best practices for addressing the cost and customer pressures facing the service industry now and in the foreseeable future.
  • Managing the End-to-End Service Experience – Outlines how to capture data across the entire life cycle of a service request.

The event will conclude with dinner and casino night on Oct. 15 at the Hyatt Regency Reston Ballroom.

To register for Service World 2009, please go to or contact Tanya White at

About N.E.W. Customer Service Companies, Inc. (NEW)

NEW is the leading provider of extended service plans, buyer protection services and product support, providing coverage to more than 150 million consumers. Founded in 1983, NEW offers retailers and manufacturers innovative, customizable solutions for the delivery of customer service and support throughout the product-ownership experience. NEW’s services provide revenue opportunities while building customer loyalty at every touch point – from purchase through trade-in to next purchase. Based in Sterling, Va., NEW operates 10 U.S.-based call centers and 12 Work-at-Home locations supported by a team of more than 5,800 employees. For more information, please visit NEW at or call 1-800 WHAT’S NEW (1-800-942-8763).


Focused Image (for NEW)
Shannon Joyce, 703-739-8803


Focused Image (for NEW)
Shannon Joyce, 703-739-8803