Square Trade

Advocating Growth

How Folio3 Optimized SquareTrade’s Warranty & Repair

About The Customer

SquareTrade is a leading provider of extended warranties for electronics across the US and Europe. As customer expectations for fast and hassle-free warranty claims, device repairs, and trade-ins increased, SquareTrade sought to modernize its technology stack. To support its growth and improve service quality, the company needed a robust digital solution that would streamline operations, enhance mobile platform performance, and elevate customer experience.

The Problem

Barnes & Noble needed to scale their marketing operations to support business growth and service expansion. Their existing processes were time-consuSquareTrade’s legacy system faced limitations that hindered efficiency in processing repair requests, warranty claims, and device tracking. Their existing front-end application lacked the scalability and features needed to keep up with evolving market demands. To expand their warranty services across a broader range of electronic products, they needed a modernized digital infrastructure. Additionally, SquareTrade required an optimized mobile app for technicians and a streamlined platform to manage device trade-ins, ensuring a seamless experience for both customers and service providers. ming, lacked integration, and limited their ability to manage campaigns effectively. They required a digital solution to boost operational efficiency and empower aggressive marketing strategies.

The Solution

Folio3 upgraded SquareTrade’s system with a modern Angular front-end, automated warranty data scraping, and streamlined repair request management. The solution also expanded warranty coverage and enhanced the mobile app with scheduling and technician tools for improved efficiency.

Angular Upgrade

To provide a seamless experience for its customers, SquareTrade needed a more efficient way to manage device repairs and warranty claims. Folio3 upgraded their system using Angular, enhancing the user interface and overall experience. This modernization ensured smoother operations, faster processing, and an intuitive platform for both customers and service teams.

Device Repair Request and Management

Folio3 enhanced SquareTrade’s system to streamline device repair requests and warranty claims, making the process faster, simpler, and more efficient for both SquareTrade and its customers.

Automated Warranty Tracking for Real-Time Updates Generation

Folio3 implemented an automated data scraping system to keep SquareTrade up to date with the latest warranty offers and TV replacements across various eCommerce merchants, ensuring accurate and real-time information.

Extended Warranty Expansion and Renewal

Folio3 helped SquareTrade extend its warranty coverage and renewal services to a broader range of electronic products, allowing them to serve a larger customer base with enhanced protection plans.

Mobile App and Technician Portal

Folio3 transformed SquareTrade’s mobile apps, adding key features like Appointment Scheduling, Daily Calendar Management, and real-time Technician Tracking. These upgrades optimized service assignments, improved efficiency, and enhanced customer experience.

Shipping Client

Folio3 developed a shipping service to track devices sent for repair, trade-in, or dispatch. This system ensures smooth logistics for repaired and rejected devices, improving operational efficiency.

Automating Testing for Reliability

Folio3 implemented a Test Automation framework for the SquareTrade Dealer Portal, achieving 80-90% test coverage to enhance system reliability and performance.

TradeIn Client

Folio3 created a standalone Trade-In portal, enabling customers to exchange old devices and purchase new ones from SquareTrade’s partners using coupons and vouchers, simplifying the buyback process.

Tools & Technologies Used

Folio3’s solution leveraged an array of technologies to meet SquareTrade’s needs. The development stack included Python, Native iOS/Android, React Native, Java, and Postgres. For infrastructure, Folio3 utilized Redis, Docker, Jenkins, and AWS services, including ECS, Lambda, RDS, ElasticCache, and SecretManager. Additionally, Folio3 integrated with key partners such as FedEx, Aftership, Salesforce, Adyen Payment Gateway, and BlackHawk, ensuring a fully integrated and scalable solution.

Impact & Results

The upgraded system boosted operational efficiency by 40%, significantly reducing processing times and enhancing the customer experience. The revamped mobile app and technician portal led to a 35% faster service delivery, improving technician scheduling and customer satisfaction. The automated data scraping feature ensured SquareTrade remained competitive by providing real-time warranty updates across multiple merchants. Additionally, the Trade-In portal introduced a new revenue stream, increasing trade-in transactions by 25%, while giving customers more flexible options for managing their devices.