Asurion Command Center¶

Real-time NPS-impact command center for support operations

The pitch in one line

Every unnecessary device replacement costs Asurion ~$210 in margin. We built the system that stops it.

The problem: siloed decisions, wasted margin¶

%%{init: {'theme': 'base', 'themeVariables': {'primaryColor': '#1e293b', 'primaryTextColor': '#f8fafc', 'lineColor': '#94a3b8', 'fontSize': '14px'}} }%%
graph TB
    subgraph TODAY ["<b>TODAY: Siloed Decisions</b>"]
        direction TB
        Agent["<b>Phone Agent</b><br/>Handling a claim"]
        Health["Device Health<br/>Signals"]
        Repair["Repair<br/>Availability"]
        Inventory["Parts<br/>Inventory"]
        History["Customer<br/>History"]
        Agent -.-x Health
        Agent -.-x Repair
        Agent -.-x Inventory
        Agent -.-x History
    end

    TODAY --> Default["<b>Default Action</b><br/>Ship replacement — $250"]
    Default --> Waste["<b>~$210 wasted</b><br/>per device"]

    classDef agentNode fill:#3b82f6,stroke:#1d4ed8,color:#fff,stroke-width:2px,rx:8
    classDef hiddenData fill:#64748b,stroke:#475569,color:#e2e8f0,stroke-width:1px,rx:6
    classDef badOutcome fill:#ef4444,stroke:#b91c1c,color:#fff,stroke-width:3px,rx:8
    classDef defaultAction fill:#f59e0b,stroke:#d97706,color:#1e293b,stroke-width:2px,rx:8
    classDef todayBox fill:#fef2f2,stroke:#ef4444,stroke-width:2px,color:#1e293b

    class Agent agentNode
    class Health,Repair,Inventory,History hiddenData
    class Waste badOutcome
    class Default defaultAction
    class TODAY todayBox

10M+ annual claims

Across 5+ product lines — phones, tablets, appliances, wearables

$250 replacement default

When same-day repair at $40 was available — a 6x cost gap

SLA misses hurt NPS

Capacity constraints aren't visible at decision time

Fraud signals siloed

One channel's fraud signal never reaches another channel's decision-maker

What if one system changed this?¶

The vision

One system fuses customer + device + operational context into a single view — with AI explaining the best next action in real time.

%%{init: {'theme': 'base', 'themeVariables': {'primaryColor': '#1e293b', 'primaryTextColor': '#f8fafc', 'lineColor': '#22c55e', 'fontSize': '14px'}} }%%
graph LR
    subgraph TOMORROW ["<b>TOMORROW: Unified Command Center</b>"]
        direction LR
        Agent2["<b>Operator</b>"]
        Unified["<b>Fused Context</b><br/>health + repair + inventory<br/>+ history + fraud"]
        AI["<b>AI Explanation</b><br/>best next action"]
        Agent2 --> Unified --> AI
    end

    AI --> Repair2["<b>Approve Repair</b><br/>$40 — same day"]
    Repair2 --> Saved["<b>$210 saved</b><br/>per device"]

    classDef operatorNode fill:#3b82f6,stroke:#1d4ed8,color:#fff,stroke-width:2px,rx:8
    classDef contextNode fill:#8b5cf6,stroke:#6d28d9,color:#fff,stroke-width:2px,rx:8
    classDef aiNode fill:#6366f1,stroke:#4f46e5,color:#fff,stroke-width:2px,rx:8
    classDef goodOutcome fill:#22c55e,stroke:#15803d,color:#fff,stroke-width:3px,rx:8
    classDef repairAction fill:#10b981,stroke:#059669,color:#fff,stroke-width:2px,rx:8
    classDef tomorrowBox fill:#f0fdf4,stroke:#22c55e,stroke-width:2px,color:#1e293b

    class Agent2 operatorNode
    class Unified contextNode
    class AI aiNode
    class Repair2 repairAction
    class Saved goodOutcome
    class TOMORROW tomorrowBox

Speaker notes (30-45s)

Open with the pain: "Every unnecessary replacement costs Asurion ~$210 in margin. Multiply by millions of claims and you see why this matters."
Don't dwell on the problem — move to the solution. The audience should feel the gap, not the lecture.
Name-drop the real domain: claims, devices, uBreakiFix, repair networks. This is Asurion-specific, not generic.
Let the two diagrams do the work: red/gray "today" vs green "tomorrow."