Mattress Firm Launches FirmCare Powered by Extend to Boost Customer Satisfaction
Rhea-AI Summary
Mattress Firm, the largest mattress specialty retailer in the US, has partnered with Extend to launch FirmCare, a new product protection program. The service is being implemented across more than 2,300 store locations and online platforms.
FirmCare provides protection against accidental damage to mattresses and extended protection for adjustable bases. The program features 24/7 online support and processes most claims within 90 seconds. A unique offering includes a one-time replacement for mattress protectors.
The implementation includes comprehensive support through in-field training, learning management content, analytics, and reporting. The partnership aims to enhance customer experience and drive business value through seamless protection services.
Positive
- Nationwide rollout across 2,300+ locations expands service accessibility
- 90-second claim processing time improves customer experience
- Unique mattress protector replacement feature differentiates from competitors
- Integration of comprehensive analytics and reporting capabilities
Negative
- None.
News Market Reaction – SGI
On the day this news was published, SGI gained 0.92%, reflecting a mild positive market reaction.
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Extend's broad experience in the mattress and furniture protection industry helped Mattress Firm launch a product protection program across more than 2,300 store locations and online.
FirmCare powered by Extend provides protection against accidental damage to mattresses, as well as extended protection for adjustable bases. The program leverages Extend's broad experience in the mattress and furniture protection industry, making the integration with Mattress Firm swift and seamless across its more than 2,300 nationwide locations, and online at mattressfirm.com.
"At Mattress Firm, we're committed to providing our customers with the best sleep solutions, and that extends beyond just finding the right mattress. FirmCare powered by Extend allows us to offer added protection and peace of mind, ensuring that customers can enjoy their investment for years to come. By partnering with Extend, we've created a seamless protection program that enhances the customer experience while also driving value for our business," said Josh Feinberg, Executive Vice President of Merchandising and Innovation at Mattress Firm.
FirmCare powered by Extend comes with 24/7 online support and a convenient claims experience. Most claims are processed in 90 seconds or less, enhancing Mattress Firm's already positive customer experience and giving customers another reason to remain brand loyal if issues arise.
"We couldn't be more excited to provide Mattress Firm customers the ultimate product protection experience," said Extend Founder and CEO Woodrow Levin. "Customers come to Mattress Firm because they know that's where they'll get the best value for their dollar, and now they're able to extend the life of their products and gain even greater peace of mind thanks to FirmCare powered by Extend."
FirmCare powered by Extend utilizes Extend's pre-built technology to create an innovative program customized for Mattress Firm and its customers. The protection plan program includes a one-time replacement for mattress protectors, setting Mattress Firm apart from competitors. Additionally, Extend's field support capabilities simplified and streamlined the launch with in-field training at Mattress Firm locations, learning management content, detailed analytics and reporting, and more.
About Mattress Firm
Mattress Firm, the nation's largest omni-channel mattress specialty retailer, has been helping solve America's sleep problems for more than 90 years through our family of brands. Every one of our more than 6,000 passionate Sleep Experts® are driven by a common purpose: to change people's lives through better sleep. Whether browsing online or in one of our 2,200+ stores, our highly trained team provides personalized service and advice to help customers choose the right mattress and bedding products based on their unique needs. Our expertly curated selection of products includes leading brands such as Beautyrest®, Nectar®, Sealy®, Serta®, Simmons®, Sleepy's®, Stearns & Foster®, Tempur-Pedic®, Tuft & Needle®, tulo®, and Purple®. Mattress Firm supports local and national charities through product and monetary donations and offers employees volunteering opportunities to serve their communities. As part of this commitment, Mattress Firm has partnered with the National Women's Shelter Network, an organization dedicated to ending homelessness and providing life-changing resources to those in need. Everyone deserves a safe place to sleep at night—and together, we aim to create brighter mornings and a brighter future. No matter the time of night, Mattress Firm wants to help people get the sleep they deserve. Mattress Firm is a wholly-owned business of Somnigroup International Inc. (NYSE: SGI). For more information about Mattress Firm, visit http://www.mattressfirm.com.
About Extend
Extend, a leading modern provider of product protection, shipping protection, and automated post-purchase solutions, enables merchants to easily offer protection and deliver an elegant support experience to their customers. Through its AI-driven technology, Extend handles everything from offer merchandising and optimization to claim fulfillment, all while delivering seamless end-to-end customer experiences. The company's API-first solution has flipped the antiquated extended warranty and shipping protection models by putting the customer first. Extend boosts customer confidence and retention, while increasing conversion rates and merchant revenue. Extend works with more than 1,200 leading manufacturers and retailers across multiple industries including Peloton, Visionworks, Sonos and many more.
The company was founded in 2019 and is headquartered in
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SOURCE Mattress Firm
FAQ
What protection does Mattress Firm's new FirmCare program offer?
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