MFS Quarterly Connection  
What's New 
MFS Awards Top Sales Reps of 2009
 
"The price of success is hard work, dedication to the job at hand, and the determination that whether we win or lose, we have applied the best of ourselves to the task at hand." - Vince Lombardi.
 
Hard work and determination by Brad Graham and Gary Brewer in 2009 made them the clear choice for Regional Reps of the Year, according to MFS management. Both provide consistent and meaningful sales training to help their accounts achieve higher close rates - ultimately helping accounts add to their bottom line.
 
Brad has been with the sales team since 2005. Brad led his territory with a more than 40% sales increase by spending time with each of his accounts to make sure they are getting the most out of their protection plan program. According to MFS sales vice president Bill Kearns, "Brad's attention to detail with each of his accounts and sales associates make him a key asset to the MFS sales team."
 
Gary has been with the sales team since 2006. His superior sales training and account management combined with his understanding of MFS operations and sales tools help his accounts maximize their opportunities in the protection plan category. "Gary's commitment to his accounts make him an indispensable part of our business," said John Rose, MFS sales vice president.

 
 
Introducing FurnitureClaim.com

To help customers track the status of their claims, MFS recently launched an easy-to-remember redirect site to the Consumer Portal: www.furnitureclaim.com. After customers file a claim, they can visit furnitureclaim.com and use the online Consumer Portal to check the status of their claim, upload their purchase receipt, upload self-inspection photos and view letters that were previously sent to them.
 
Customers can log in to see their claim details by entering their Protection Plan Number and zip code OR by entering their Claim ID and zip code. Requiring customers to enter information into two fields ensures security of their personal information.
 
To access the online Consumer Portal, click here.
 
Quarterly Connection Tip: How to use our improved process for consumer replacement and reselection
 
MFS recently implemented new options in the replacement/reselection process. The purpose of these enhancements is to:
  • Improve communication with the consumer
  • Offer the consumer more choices
  • Shorten or speed up the process for consumers
  • Shorten, speed up or eliminate the process for dealers, and all the administrative work related to it
You should have received a memo in the last few months related to these new options. To see a copy of the memo, click here.
 
Overheard 
"I previously used Montage's myService program to manage technician services for my customers, but thought I could save myself some money by managing the process in-house. I tried using a few different technician companies, but they never worked out - I couldn't even get them to call my customers back! The staff at Montage were always so helpful (even when I pulled my business) so I'd like to start using the myService program again."
                                                      
Rodney Gibbons
Slumberland Furniture
Burlington, IA
 

How are we doing?

Give us your feedback by emailing us at service@montagefs.com
 
Quarterly Service Metrics
(Results are from 1/1/10-3/31/10)
 
Calls answered in 30 seconds or less:
 80.6%
 
Calls abandoned: 2.9%
 
Technician service in the customer's home within 10 days or less: 80.2%
 
Contact Information:
 
Consumers can file a claim by contacting the MFS Customer Service Department:
Phone: 1.800.686.5559
Email:claims@montagefs.com
 
To place an order for protection plans or point  of purchase materials contact the MFS Order Department:
Phone: 1.800.449.1476
Fax: 1.800.560.3293
Email:service@montagefs.com
 
For questions on pricing or plan coverage contact the MFS Sales Department:
Phone: 1.800.284.6786
Email:sfssales@montagefs.com
 
MFS
 
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