May 26, 2020
Member Spotlight: Meet Asurion’s Rodney Schlosser .
From the infrastructure deployed by mobile operators to the mobile devices used by consumers and businesses, wireless technology provides unprecedented connectivity. We sat down with Asurion’s Senior Vice President of Business Development & Strategic Partnerships Rodney Schlosser to get an inside look into how Asurion provides quality services and products for wireless users.
What is Asurion’s role within the wireless industry?
Rodney Schlosser: Asurion is the world’s largest provider of enhanced services to the wireless industry. We work principally with mobile operators and serve their customers and subscribers. We replace or fix damaged or stolen devices. We help you get your smartphone connected to Internet of Things devices and the greater digital world— just to name a few of the services we provide.
What does Asurion see as the biggest growth area for wireless?
Rodney Schlosser: Wireless technology and infrastructure are the areas where we see the biggest growth. Technology is changing how we live our lives. It’s also changing our expectations, and the intersection of those presents all kinds of opportunities to change and evolve in a way that allows us to better serve the needs of customers. At Asurion, we’re helping both the mobile operator and the consumer enable that technological change.
What does Asurion attribute to its success in the wireless industry?
Rodney Schlosser: We focus on the needs of consumers and operators. Consumers are demanding. They have high expectations and the same is true for mobile operators. While the opportunity is large, this ecosystem requires preparation. And I’m not talking just about capital. I’m talking about the commitment to excellence and the commitment to following through on promises.
What are some steps Asurion has taken to ensure greater consistency and quality services for consumers?
Rodney Schlosser: In September of 2019, we acquired uBreakiFix, one of the nation’s largest walk-up consumer electronics retailers. That’s been an expansion of our effort to make sure we can meet consumer needs where they are, in their neighborhood, near their office or in their home.
It was important for us to make sure that uBreakiFix and others who compete in that space deliver a consistent and outstanding service experience for parts, repair quality, performance and extended warranties.
What is Asurion’s involvement in CTIA’s Reverse Logistics Service Quality (RLSQ) working group?
Rodney Schlosser: Asurion has been involved with CTIA for nearly 20 years, and we were delighted when the RLSQ working group was formed. It was a major and necessary step to take for this group to come together to establish standards that give both consumers and the government confidence that the industry is doing the right thing for the end user.
We’ve been actively involved in several aspects of this working group’s progress. They include certifying the depot repair facilities, creating standards for retail repair locations, grading devices that are no longer new but might be available to the public either as a replacement or for purchase, along with working on some of the broader strategic issues about how reverse logistics and repair in the mobile industry evolves.
How important are industry standards to the RLSQ working group?
Rodney Schlosser: Asurion has been repairing consumer electronics for many years, and recognizes that consumers want confidence when they have their devices fixed. By setting industry standards we let the public know what level of quality they should expect when they go in for device repair or other services. From grading and technician training to parts and software that might be upgraded or refreshed during the process, we help maintain this ongoing expectation of quality for your smartphone so that it functions as it should when you leave the store or open the box. The development of these standards is a crucial component of what we do in the RLSQ working group.
How has Asurion benefitted from the RLSQ working group?
Rodney Schlosser: These working groups have brought together industry leaders from across the entire spectrum—OEMs, repair vendors, insurance vendors and others who are involved in the ecosystem—to create a common set of expectations.
The working group has given us exposure not only to vendors and partners that we work with today, but we’ve also had the opportunity to work with folks that might not have otherwise come into our vision. And that’s created new opportunities to serve customers, serve clients, and do a better job in our day-to-day activities.
What does CTIA achieve for Asurion?
Rodney Schlosser: Well, trade associations, by their very nature, bring together players in an industry, and CTIA has done an outstanding job achieving this for the wireless industry. For many years, they have been an umbrella—a big tent representing companies, vendors and carriers who come from a wide cross-section of stakeholders. Through CTIA, we have a powerful coalition of industry leaders both big and small, and together we work to develop our common goals for wireless technology and innovation.
We’ve been blessed with the opportunity to work with partners and competitors within the wireless industry. We are very pleased to be a longtime member of CTIA.
This interview has been edited and shortened for clarity.