Something Powerful
Yes, we provide creative for our clients—and it’s a significant part of our offerings. However, many times we also actually help clients develop the products that need to be advertised.
Take, for instance, SPOC’s warranty program, DriveShield.
First, understand that SPOC’s products are the best in their class. Hands down, they’re the most innovative and reliable in the industry.
Still, you have to remember, those variable frequency drives, which operate in some of the harshest environments on the planet, are exposed to some serious abuse: sub-zero temps, 100-plus-degree heat, dust and sand, and billion-volt lightning strikes. To paraphrase a popular maxim, “stuff happens.”
Challenge:
Develop an industry-leading warranty program based on customer needs, and assist SPOC as it reorganizes to meet those needs.
Result:
Now, SPOC not only has the most comprehensive warranty program in the industry, it has a program so popular with its base that it’s used as a marketing tool to attract prospects and even convert current customers into advocates.
A warranty for an electronic product that operates in such conditions is a risky proposition, but customers need it. They must protect their operations from breakdowns, because in oil and gas extraction, you never regain lost time. A day they’re not pumping is money lost.
That said, many SPOC competitors try to minimize their losses from failed equipment, and therefore, offer only the most basic warranties, as well as guarantees that provide excessively long lead times for getting a customer back up and running. SPOC, on the other hand, remains customer-centric in all that it does. So, when it came time to create their warranty, they started with a very simple question: What do our customers want?
They then turned to us to research that question, pour over the results, then work with them on a final product. Cost was not an issue. Their customer’s success was all that mattered.
DriveShield is the most comprehensive warranty in the industry designed to minimize downtime and maximize production.
Our team at FitzMartin worked diligently surveying current and potential customers, as well as undertaking qualitative research, such as focus groups and case-study reviews. We also worked with SPOC’s engineering, service, and legal teams to better define the specifics of how the warranty would meet those customer needs.
All-in-all, the process took approximately three months, involved more than 13 hours of interviews with customers and SPOC personnel, and an understanding of what heat, cold, sand, and lightning strikes can do to a piece of electronic equipment. (It’s not pretty.)
The result, then, is DriveShield, the most comprehensive warranty in the industry designed to minimize downtime and maximize production. The guarantees that serve as the foundation of the warranty include 24/7/365 support, 1- to 2-day shipping for parts, and certified field-service techs to make repairs on site—this even though many of our customers operate in extremely remote locations.
DriveShield has become not only a great warranty, but a game-changer in the industry. SPOC’s competitors have scrambled to try and match it, or, because they can’t, to distract their customers with smoke and mirrors.
They can’t, however, win this fight with fakery and fallacy. In fact, the program has become so popular with SPOC’s base, it’s now used as a marketing tool. What’s more, because SPOC delivers on all its promises, DriveShield has made customers so satisfied they’ve become advocates for the company.
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