skip to Main Content
404-566-4920 info@tmisolutions.org

Services

Core Services

TMI Solutions (TMIS) provides to our clients the core services of exceptional claims administration, underwriting expertise, and servicer support. In addition, we also offer superior customer care. Our plans offer an array of services to support all of our client’s needs, including:

  • Plan Development- With our extensive experience in market and the knowledge of our exceptional staff we are in a unique position to help you develop the type of plans that you need to serve your customers best. We specialize in customizing plans to meet your needs.
  • Underwriting & Compliance – Coupling our experience and relationships with regulatory entities along with our extensive knowledge of required compliance, we deliver plans that have stood the test of time and are constantly updated to fit current requirements.
  • Customer Service – Our “First Call Resolution” philosophy means that we strive to resolve your customer’s issue on the first phone call. We have the infrastructure, systems and people to deliver the world-class service your customers deserve..
  • Claims Adjudication – Having adjudicated claims for many years TMIS’s experience and decision making with claims adjudication is unparalleled. That, coupled with our “First Call Resolution” philosophy ensures competent claims handling as well as a high level of customer satisfaction.
  • Servicer Dispatch and Management – TMIS provides end-to-end management of your customers’ service and repair needs, from scheduling service appointment to authorizing the technician to perform the repair to paying the servicer once the repair has been completed. Our Service Coordinators monitor the performance of our service network to ensure your customers receive the highest level of service possible.
  • Customer Satisfaction- TMIS uses Net Promoter Score Index (NPS), which measures your customer’s reaction to the call center, the repair service, and overall satisfaction with the actual repair or replacement, to measure customer satisfaction. Every step of the process is monitored.

With such a comprehensive suite of services, TMIS has successfully administered tens of millions of contracts over the years.

Subsequently, we have developed a broad depth of knowledge and understanding that supports our innovative technology and that puts us among the leading extended service plan providers in the industry. Clients choose TMIS because our proven methods deliver the results they need – quickly and efficiently.

Account Management

TMIS Account Management team is comprised of seasoned professionals, with years of service plan experience. When you partner with TMIS, you’ll be assigned a dedicated Account Manager who is an expert in your business.

Your Account Manager:

  • Provides daily coordination and oversight for your program
  • Works with TMIS’s internal departments to develop sales training, marketing, and incentive and recognition programs
  • Monitors sales activity, call activity and claims activity
  • Tracks overall customer satisfaction using TMIS’s Net Promoter Score Index (NPS), which measures your customer’s reaction to the call center, the repair service, and overall satisfaction with the actual repair or replacement.

Account Managers dedicate themselves to identifying and building on the strengths of your program to continually improve and grow your business. They are your advocates within TMIS.

Sales Training & Marketing Support

We ensure your success by working with our clients in developing the latest warranty program training, customized marketing materials and a variety of other support services.

Sales Training: We provide sales tools and training support. We realize that understanding extended service plans and warranties is the most important factor when it comes to selling them to your customers. To keep your staff motivated, we can develop innovative sales tools, contests and incentive programs. And to hone their selling skills, we create customized, comprehensive training programs that encourage your associates to ask every customer to buy a plan every time.

Marketing Support: We can help produce compelling marketing and merchandising materials that raise awareness and complement your brand strategy. From brochures to sales displays, we can provide you with the marketing support that suits your business needs.

Customer Care - Call Center

When products require service or need to be replaced, we have what it takes to keep customers satisfied and deliver exceptional customer care. Our well-trained and friendly Technical Service Representatives (TSRs) answer your customers’ calls using your company’s name, helping to build your brand.  Our customization ensures we are able to meet the unique needs of our clients. We know the harder we work to take care of your customers, the more likely they are to give you more business. Our focus is providing the highest level of care at every customer touch point.

Our “First Call Resolution” philosophy means that we strive to resolve your customer’s issue on the first phone call. We have the infrastructure, systems and people to deliver the world-class service your customers deserve.

  • Live agents – North America
  • Tri-lingual – English/Spanish/French – translations service available for other languages
  • 24/7 365 coverage
  • TSR (Tier 1 & Tier 2) training for new-hires that lasts a minimum of 3 weeks
  • Continual monitoring, coaching and training – each TSR is monitored 8 to 10 times a month
  • Dedicated toll-free numbers and customized greetings for each client
  • Advanced technology for accuracy and consistency in both voice and data communication
  • Computer help desk services and product troubleshooting services

PC Technical Support Services: TMIS Tier 2 TSRs are certified and have hundreds of hours experience troubleshooting hardware and software problems a consumer may experience with their computer.  Our TSRs identify and resolve issues quickly through their depth of knowledge, experience and the use of an extensive software library and hardware resource center.

Surveys and Quality Assurance: We record, track and evaluate every customer’s experience to ensure we meet rigorous service level commitments for our clients. The results are used to continuously strive for feedback after each interaction so that your program is the best in the industry.

Trusted Service Network

TMIS provides end-to-end management of your customers’ service and repair needs, from scheduling service appointment to authorizing the technician to perform the repair to paying the servicer once the repair has been completed. Our Service Coordinators monitor the performance of our service network to ensure your customers receive the highest level of service possible.

  • Pre-screened, pre-authorized providers, chosen based on quality of service, price and referrals
  • In-home, carry-in and depot service (depending on plan)
  • Electronic claims submission and adjudication
  • Dedicated authorization hot lines
  • Fast turn-around on invoices
  • Ongoing customer satisfaction surveys
  • Constant analysis of factors that affect service plan performance

TMIS provides cost-effective service solutions, long-term loyalty and innovation that pays.

Subsequently, we have developed a broad depth of knowledge and understanding that supports our innovative technology and that puts us among the leading extended service plan providers in the industry.  Clients choose TMIS because our proven methods deliver the results they need, quickly and efficiently. We deliver cost-effective service solutions, long-term loyalty, and innovation that pays.

Back To Top