Trans World Entertainment (TWE), the parent company of f.y.e. music stores, is the largest specialty music and video retailer in North America. 540 stores in the United States, Puerto Rico, Canada, and the Virgin Islands.

TWE realized that, although their contract was “same-day” response, the actual restoration time was often over 24 hours due to technicians lacking specific parts  when coming to the store or ordering the wrong parts altogether. This program was costly and did not give TWE the level of service they expected. TWE wanted a service program that met their needs from an SLA and financial perspective without the stores suffering from a higher level of effective down time.

TWE approached Certified to create a unique service program with depot repair service throughout the US, Puerto Rico, the Virgin Islands, and Canada. This allowed TWE to receive replacement equipment by next day delivery with easy installation so that the cost of a technician was virtually eliminated.

This new advance exchange, depot model allowed Certified to:
  • Reutilize TWE’s surplus equipment to drive down costs
  • Automatically receive tickets from TWE for faster delivery of replacement equipment
  • Ship replacement equipment to TWE for next day delivery
  • Give easy to follow instructions for store personel to install equipment
  • Effectively support their stores while saving TWE hundreds of thousands of dollars in technician costs
TWE was able to cut their service costs by over 50%; and reduce effective downtime by decreasing system restoration times. The result has been cost-savings for store support, and Certified has become TWE’s “go-to” partner for service and support.

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