Why Top Furniture Retailers Are Outsourcing Customer Service and How It’s Transforming Their Business

Why Retailers and Manufacturers Are Rethinking How Repairs Get Done In the past, furniture retailers had limited options when it came to handling in-home repairs. Many relied on subcontractors who may or may not have specialized experience with furniture. Others used in-house service teams that were hard to scale, especially for businesses with multiple store locations or a growing eCommerce presence. Now, companies across the country are turning to dedicated service networks that can deliver in-home repair consistently, professionally, and without the guesswork. ServeCo has stepped into that space with a company-owned national repair service designed specifically for the home furnishings industry. This shift isn't just about convenience. It's about accountability, brand consistency, and the ability to meet customer expectations with a higher level of service than ever before. The Problems With Traditional Repair Models Outsourcing repairs to local subcontractors was once the industry standard. These independent technicians were often called on to fix broken mechanisms, touch up wood damage, or resew torn upholstery. While some did a great job, others lacked the tools, knowledge, or motivation to represent the brand well. Retailers were left with inconsistent outcomes and little control over how technicians interacted with their customers. Some didn’t show up. Others charged unexpected fees. Follow-up visits were common, and communication gaps between the store, the technician, and the customer often caused frustration. That lack of consistency made it difficult to protect the brand experience. It also opened the door to negative reviews and lost customer trust. ServeCo recognized this gap and took a different approach. By building a company-owned repair network rather than using third-party contractors, they’ve been able to offer more control, better training, and higher service standards. In-House Technicians, Nationwide Coverage ServeCo Repair was launched with the goal of delivering high-quality service that looks and feels like an extension of the retailer. Technicians are employed directly by ServeCo. They receive specialized training in furniture repair and follow clear protocols for customer service, cleanliness, communication, and documentation. The benefit of this structure is consistency. Whether a repair is happening in Georgia, California, or Wisconsin, the experience is nearly identical. The technician shows up on time, in branded attire, with the right tools for the job. They know the product, understand the issue, and are prepared to resolve it quickly. For the retailer or manufacturer, this removes a layer of uncertainty. You’re no longer hoping the subcontractor does a good job. You’re working with a team whose full-time focus is furniture repair and customer service. Better Communication From Start to Finish One of the biggest frustrations in furniture service is not knowing what’s going on. A customer might file a claim and then wait days for a follow-up. Technicians might arrive without context. Store managers may not even know there’s a service ticket open. ServeCo has built technology into the repair process to make that experience more transparent. From the moment a service request is created, it is tracked through their internal system. That system logs updates, technician notes, visit confirmations, and repair outcomes. Everyone involved in the process has access to the same information. That includes the retailer, the customer service team, and the technician. Customers know when their visit is scheduled, what the next step will be, and who will be arriving at their home. That transparency builds trust and makes the process feel more professional. Repair Over Replacement Replacing furniture is expensive. Whether the product was damaged in delivery, arrived with a manufacturing defect, or became damaged in the home, a replacement can strain profit margins. It also increases shipping costs, warehouse handling, and customer wait times. Repair is often the smarter option. Many furniture issues can be resolved quickly and affordably with the right tools and expertise. A technician can fix frame damage, re-tack upholstery, replace reclining mechanisms, or match and fill wood finishes—all in the customer’s home. ServeCo’s repair technicians are trained to assess and resolve problems on the spot when possible. They also carry tools and common parts with them to eliminate delays. When parts are needed, they work directly with the manufacturer or retailer to source them quickly. This approach keeps more sales intact. It reduces returns, lowers replacement costs, and ensures customers are satisfied without needing to start over. Protecting Your Brand Reputation In-home service is part of the customer experience. When a technician enters someone’s home, they represent not just the service company but also the retailer or manufacturer whose name is on the product. That makes professionalism a priority. Technicians need to be on time, respectful, and presentable. They need to communicate clearly and resolve issues without making the customer feel like a burden. ServeCo trains its in-house team to meet those expectations. By avoiding subcontractors, they can control the hiring process, training standards, and ongoing performance reviews. That means fewer service-related complaints and more positive reviews from customers who appreciate the follow-through. Retailers that offer service through ServeCo often see better feedback than those still using outsourced, variable repair providers. Scalable Support for Retailers of All Sizes Not every company has the resources to build a dedicated repair department. Even regional chains often struggle to find qualified service techs, especially in remote areas.  ServeCo’s national footprint solves that issue. They have coverage in major metros and smaller markets, making it possible for growing retailers to offer in-home service without managing multiple vendors. As a business expands into new areas, ServeCo can scale with them, eliminating the need to start from scratch in every new market. Manufacturers also benefit from the national model. Instead of coordinating service through individual retailers or dealer networks, they can route everything through a single repair partner with the tools and team in place.

Why Retailers Are Adding Service Contracts to Their Sales Strategy Extended service programs have become a common part of the conversation between furniture retailers and their customers. They are often pitched at checkout or bundled into the final price, but many businesses still question whether they truly add value. For some, service plans feel like a tough sell. For others, they’re a critical part of customer retention and revenue strategy. The truth is, when positioned and managed correctly, protection plans can offer much more than a safety net for consumers. They can provide an often overlooked source of recurring revenue, reduce return rates, and improve the overall customer experience. ServeCo has developed a full suite of extended service programs tailored to the furniture industry. These aren’t cookie-cutter warranties. They’re designed to meet the unique needs of sleep and home furnishing retailers and manufacturers who want to protect both the product and the customer relationship. What Modern Consumers Expect Customers today are used to having options. From electronics to mattresses, they are constantly offered protection plans. In furniture, where the ticket price can be high and damage risks vary, having the option to purchase coverage creates peace of mind. What’s changed is how those plans are perceived. A decade ago, consumers may have viewed them as add-ons. Now, especially in higher-end and custom furniture, they see them as a normal part of the transaction. When a retailer fails to offer one, it can even create doubt about the quality of the product or the store's commitment to service. Consumers also expect transparency. They want to understand what’s covered, how to file a claim, and how quickly the issue will be resolved. ServeCo structures its plans in a way that’s clear and easy to manage, with detailed service documentation and defined processes for both the retailer and the customer. Turning a Cost Center Into a Profit Center Customer service and repair handling can quickly become a cost center for furniture brands. Unplanned claims, frustrated customers, and the labor required to resolve service issues all cut into profit. ServeCo’s extended service plans help shift that dynamic. Instead of absorbing the cost of stain removal, mechanism failures, or pet-related damage, retailers can offer plans that take on those risks and generate income in the process. The structure of ServeCo’s programs allows for tiered pricing, giving customers flexibility while ensuring that retailers and manufacturers receive support from ServeCo when issues arise. Depending on the service model in place, retailers may even earn back-end incentives tied to contract terms. The added revenue from these programs may not be immediately visible, but it accumulates. Especially in businesses where margins are already tight, that can make a difference over time. Reducing Product Returns and Exchanges Returns are a constant challenge in furniture retail. Items are large, expensive to transport, and can’t easily be resold once they’ve been opened or used. Many returns stem not from dissatisfaction with the product but from avoidable issues like spills, pet damage, or accidental tears. When customers know they have a protection plan in place, they’re more likely to seek service than a return. That reduces the logistical cost on the retailer’s end and can lead to a better customer outcome. ServeCo’s plans are backed by an in-house technician network, which means claims are not only processed quickly but are resolved by professionals. This type of service encourages customers to hold on to their purchase rather than request a replacement. Offering Flexibility Without Complexity One of the biggest concerns retailers face when offering service plans is the complexity of managing them. It takes time to process claims, track plan eligibility, and coordinate repairs. If done poorly, it creates stress for the customer and the brand. ServeCo solves this by handling the administration, communication, and service coordination on the retailer’s behalf. Their platform allows for easy enrollment, plan management, and performance reporting. Retailers and manufacturers stay informed without having to be directly involved in every ticket or service call. This hands-off model reduces workload while still giving businesses the ability to shape the customer experience. ServeCo also works with retailers to train frontline sales staff, ensuring that the program is represented accurately and professionally. Adapting the Plans to Fit the Brand Not all furniture brands are the same. A luxury retailer selling handcrafted leather pieces needs a different service approach than a big-box store selling high-volume living room sets. ServeCo understands that and offers customizable plans that can reflect the tone, pricing, and positioning of the business. Retailers can select coverage levels, determine which products are eligible, and even incorporate branding into the program. That level of flexibility allows businesses to build customer loyalty in a way that’s aligned with their broader goals. Rather than trying to retrofit a third-party program to fit your business, ServeCo adapts its offerings to meet the specific needs of your sales strategy and customer base. Managing Risk and Liability There’s a natural hesitancy in the industry around offering service plans. If something goes wrong or if a customer is unhappy with the response, it can reflect poorly on the brand. That’s why ServeCo puts an emphasis on consistency and clarity. Their team ensures every service claim follows the same process, meets defined service timelines, and stays within the boundaries of the agreed-upon plan. This reduces the likelihood of escalations or negative reviews. It also helps protect retailers and manufacturers from legal risk by providing a compliant, well-documented system for service fulfillment. The idea isn’t just to offer protection. It’s to make sure that protection is delivered in a way that supports both the customer and the business.

When shopping for furniture, many consumers focus primarily on design, comfort, and price. However, it's worth considering what happens after your purchase arrives home—when everyday life introduces wear and tear. This is where extended service options may be worth exploring. In today's marketplace, companies like ServeCo offer post-sale service programs designed to address common furniture concerns. These programs differ from standard manufacturer warranties and may provide options for addressing certain types of damage that occur during normal use. Understanding Extended Service Options Extended service options typically differ from manufacturer warranties. While standard warranties generally address manufacturing defects for a set period, extended service programs might address different concerns. These could potentially include certain stains, damage, or mechanism issues, depending on the specific terms of the program you select. ServeCo's approach focuses on furniture care expertise. Their teams receive training in furniture construction and care, which may help them better understand the specific needs of different furniture types when issues arise. Potential Benefits for Retailers and Consumers For retailers, offering extended service options can create additional value. According to ServeCo, some retailers who implement these programs report seeing increases in service-related revenue. These programs can be customized to align with a retailer's specific offerings and customer base. From a consumer perspective, extended service options might offer reassurance when making significant furniture investments. While no one expects accidents to happen, having options available when they do might reduce concerns about maintaining your furniture over time. Service Program Features to Consider When evaluating any extended service program, it's important to understand what specific situations might be addressed. ServeCo's programs are designed around common furniture challenges, which could include certain types of stains, handling damage, or structural issues, depending on the program selected. The service experience is another important consideration. ServeCo utilizes technology to facilitate claim submissions and service updates, which may make the process more convenient should you ever need to request service. Why Discuss Extended Service Options Before finalizing any furniture purchase, it's worth discussing available extended service options with your retailer. Understanding what programs are available, what they address, and what they cost can help you make an informed decision about whether such coverage aligns with your needs. Consider factors such as: The value of your furniture investment How the furniture will be used in your home The types of risks most relevant to your lifestyle The specific terms and conditions of any program offered By discussing these options with ServeCo representatives or your furniture retailer, you can gather the information needed to determine if an extended service program makes sense for your specific situation. The Value of Expert Support When evaluating extended service options, the expertise of the service provider is an important consideration. ServeCo has developed specific knowledge of different furniture types and materials, which informs their approach to service issues. For retailers considering partnership options, ServeCo provides support materials to help sales associates discuss service programs effectively with customers. This approach aims to ensure customers receive clear information about what a program covers before making a decision. Conclusion Extended service options represent one approach to managing the long-term care of your furniture investment. While not necessary for every purchase, discussing these options with your retailer can provide valuable information as you consider how best to protect your furniture over time. ServeCo's programs offer one such option in the marketplace, with a focus on furniture-specific expertise and technology-supported service processes. By learning more about what these programs cover and how they work, you can make a more informed decision about whether such protection aligns with your furniture care needs.

For a long time, in-home furniture service has been one of the trickiest parts of the post-purchase experience. Retailers and manufacturers might offer great customer service and strong warranties, but when it comes time to actually send someone into a customer’s home for a repair — that’s where things can get complicated. Scheduling delays, third-party contractors, inconsistent quality — it’s a space that hasn’t always had the best reputation. That’s part of what makes ServeCo Repair such an interesting development in the industry. It’s not just another warranty support offering. It’s a direct, structured in-home repair service built by two companies that know the furniture world inside and out: ServeCo North America and Premier Furniture Consultants. Launched in December 2024, ServeCo Repair brings together ServeCo’s customer service infrastructure and Premier’s 35+ years of field service expertise. The goal? A better, more consistent, and more accountable way to handle furniture service calls nationwide. Rather than relying on a patchwork of independent contractors or outside techs, ServeCo Repair is built on a foundation of trained, company-employed technicians. That’s an important distinction. When the technician is part of the organization, there’s more control over quality, communication, and the overall customer experience. It also means there’s someone standing behind the work, with a direct line of communication back to the retailer or manufacturer. The partnership with Premier Furniture Consultants is also a key piece of this. Premier has been handling in-home service for decades and brings a reputation for doing the job right — from basic repairs to complex touch-ups or replacements. Integrating that know-how into the ServeCo ecosystem means the whole process becomes more streamlined and unified. There’s less finger-pointing, fewer delays, and a more cohesive system for supporting customers in their homes. ServeCo Repair is also structured as a vertical solution — meaning it’s designed to handle everything from service request intake to dispatch to resolution. That’s different from many programs where one company might handle the warranty claim, another manages scheduling, and a third party actually shows up to do the work. With ServeCo Repair, the service is centralized, and it’s easier for everyone involved to know what’s going on and who’s accountable. From a retailer or manufacturer’s perspective, that’s a big deal. Post-sale service often plays a huge role in how a brand is perceived — especially when something goes wrong. And while no one likes to deal with a repair, the experience of having it taken care of quickly and professionally can actually improve customer satisfaction, not diminish it. Having a direct service option that aligns with how ServeCo already manages extended service programs and customer care helps tighten that loop. For customers, the experience can be a lot more seamless. Rather than navigating through layers of disconnected service partners, they’re dealing with a single, unified process. If they already have a protection plan or are working through a warranty claim with ServeCo, it’s more likely that the technician arriving at their home is part of the same system — not an unknown contractor. It’s also worth noting that ServeCo Repair operates on a national scale. Coverage across the country means that retailers with locations in multiple markets don’t have to worry about finding and vetting repair partners in each region. There’s consistency in process and delivery, which is often hard to come by in the service world. Another layer to consider is how ServeCo Repair fits into the broader shift toward better customer lifecycle management in the furniture space. A lot of retailers and manufacturers are looking for ways to extend their relationships with buyers. Offering care, support, and service after the initial sale — and doing it well — is one of the clearest ways to do that. ServeCo Repair gives companies a more professional and cohesive tool to work with. It helps them deliver on service promises, reduce friction, and make sure their customers feel supported when issues come up. That can go a long way in building brand trust and keeping customers coming back. The way people buy furniture has changed — more online orders, more mixed shipping and delivery models, and more emphasis on support. But what hasn’t changed is the importance of in-home care when something goes wrong. Whether it’s a scratched wood finish, a damaged armrest, or a broken mechanism, these are the moments where a customer forms their opinion about whether a brand really stands behind its products. ServeCo Repair steps into that space with a clear goal: to make in-home service something retailers and customers can rely on, not dread. With experienced technicians, national reach, and a direct connection to ServeCo’s other service lines, it represents a shift toward a more thoughtful and accountable approach to furniture support.  It’s not about reinventing the wheel — it’s about tightening the process, removing the gaps, and making sure there’s ownership every step of the way. And in the world of post-sale service, that makes all the difference.

When shopping for furniture, many consumers focus primarily on design, comfort, and price. However, it's worth considering what happens after your purchase arrives home—when everyday life introduces wear and tear. This is where extended service options may be worth exploring. In today's marketplace, companies like ServeCo offer post-sale service programs designed to address common furniture concerns. These programs differ from standard manufacturer warranties and may provide options for addressing certain types of damage that occur during normal use. Understanding Extended Service Options Extended service options typically differ from manufacturer warranties. While standard warranties generally address manufacturing defects for a set period, extended service programs might address different concerns. These could potentially include certain stains, damage, or mechanism issues, depending on the specific terms of the program you select. ServeCo's approach focuses on furniture care expertise. Their teams receive training in furniture construction and care, which may help them better understand the specific needs of different furniture types when issues arise. Potential Benefits for Retailers and Consumers For retailers, offering extended service options can create additional value. According to ServeCo, some retailers who implement these programs report seeing increases in service-related revenue. These programs can be customized to align with a retailer's specific offerings and customer base. From a consumer perspective, extended service options might offer reassurance when making significant furniture investments. While no one expects accidents to happen, having options available when they do might reduce concerns about maintaining your furniture over time. Service Program Features to Consider When evaluating any extended service program, it's important to understand what specific situations might be addressed. ServeCo's programs are designed around common furniture challenges, which could include certain types of stains, handling damage, or structural issues, depending on the program selected. The service experience is another important consideration. ServeCo utilizes technology to facilitate claim submissions and service updates, which may make the process more convenient should you ever need to request service. Why Discuss Extended Service Options Before finalizing any furniture purchase, it's worth discussing available extended service options with your retailer. Understanding what programs are available, what they address, and what they cost can help you make an informed decision about whether such coverage aligns with your needs. Consider factors such as: The value of your furniture investment How the furniture will be used in your home The types of risks most relevant to your lifestyle The specific terms and conditions of any program offered By discussing these options with ServeCo representatives or your furniture retailer, you can gather the information needed to determine if an extended service program makes sense for your specific situation. The Value of Expert Support When evaluating extended service options, the expertise of the service provider is an important consideration. ServeCo has developed specific knowledge of different furniture types and materials, which informs their approach to service issues. For retailers considering partnership options, ServeCo provides support materials to help sales associates discuss service programs effectively with customers. This approach aims to ensure customers receive clear information about what a program covers before making a decision. Conclusion Extended service options represent one approach to managing the long-term care of your furniture investment. While not necessary for every purchase, discussing these options with your retailer can provide valuable information as you consider how best to protect your furniture over time.  ServeCo's programs offer one such option in the marketplace, with a focus on furniture-specific expertise and technology-supported service processes. By learning more about what these programs cover and how they work, you can make a more informed decision about whether such protection aligns with your furniture care needs.

Customer loyalty has become one of the most important factors in long-term success for furniture retailers. As shopping patterns shift and consumer attention becomes harder to capture, many brands are looking for new ways to build stronger relationships with their buyers. ServeCo’s Product Loyalty Program is one example of how that’s being done — not through gimmicks or promotions, but through practical, experience-driven value that keeps customers connected to the retailer well after the sale. At its core, ServeCo’s Product Loyalty Program is built around a simple idea: give the customer a reason to come back. That reason, in this case, is built into care kits and refills that help customers protect their furniture, while creating a natural pathway for in-store engagement and long-term brand affinity. The program starts with physical products — things like fabric care, leather protection, wood maintenance solutions, and more. These items are designed to help customers take better care of what they just bought. But they also do more than that. When bundled into branded kits, these products become a touchpoint between the retailer and the customer. Every time the customer uses them, they’re reminded of where they bought the piece and who helped them protect it. ServeCo offers specific product options such as the ServeCo Platinum Kit and the ServeCo Sleep Kit. These are curated packages that include a variety of care tools suited to different product types — upholstered furniture, mattresses, wood frames, etc. Each one comes with a built-in structure for product refills. The idea is simple: use the product, return to the store when you need more, and in doing so, re-engage with the brand. This type of program doesn’t rely on short-term discounts or point-based systems. It’s rooted in utility — helping the customer preserve the life and quality of what they’ve purchased. But it also creates space for deeper interaction. When a customer comes back for a refill, they might browse new items, speak with sales staff, or simply re-establish that mental connection with the store. Retailers also have the option to private-label these kits. That means instead of a generic product, the customer receives care products that reflect the retailer’s branding — their logo, their name, their identity. It’s a subtle but effective way of reinforcing brand recall, and it positions the retailer not just as a seller, but as an ongoing service provider. This program is particularly useful in a category like furniture, where purchase cycles are long and buying is typically infrequent. Unlike consumables or fast fashion, furniture stores don’t benefit from weekly return visits. The challenge has always been how to bring customers back in a way that feels natural and valuable. Offering care kits with refill incentives helps solve that problem. It gives the customer a reason to return without being pushy, while offering them something practical in the process. It’s not just about product though. ServeCo frames the loyalty program as a behavioral opportunity. When customers are using products that make their lives easier or extend the life of their purchase, they talk about it. That conversation — whether it’s online, in-person, or through reviews — can be just as valuable as traditional marketing. Retailers participating in this type of loyalty program may see an uptick in word-of-mouth awareness simply because they’ve created a meaningful post-sale experience. There’s also value in how these kits can be introduced at the point of sale. A salesperson can walk a buyer through the protection options, explain the care process, and position the loyalty kit as a continuation of the ownership journey. It’s not an afterthought — it’s a way to complete the purchase experience. For many customers, especially those spending significant amounts on furniture, that added layer of care and guidance helps build trust. From a logistics perspective, ServeCo handles the fulfillment and formulation of the care products, allowing retailers to focus on the relationship aspect. Kits can be customized and scaled based on the retailer’s size and customer demographic. There’s also flexibility in how they’re presented — as bundled add-ons, packaged within a warranty plan, or sold separately with a refill model. What makes the ServeCo program stand out from more traditional loyalty models is its simplicity. There’s no need for apps, tracking points, or complex systems. The loyalty is built into the product — use it, return to the store, continue the relationship. It’s a low-friction, high-impact approach that works especially well for furniture retailers trying to maintain visibility in a customer’s life beyond the initial transaction. For retailers, this can mean more than just extra foot traffic. It opens up opportunities to provide education, share promotions, or introduce new product lines to returning customers. The store becomes a place of value, not just a showroom. And in a world where online shopping often removes the personal element of retail, that in-store connection can make all the difference. Customers, on the other hand, benefit from the assurance that they’re supported after the sale. Knowing that they can return for refills, get advice on product care, or replace a worn-out cleaning solution adds to the sense that they’ve bought not just a product, but a relationship. Over time, this builds confidence — and that confidence is often what drives repeat business. The ServeCo Product Loyalty Program isn’t about making promises or offering discounts. It’s about creating a better ownership experience. By helping customers maintain their furniture, and by giving them a structured, low-effort reason to return, it naturally builds loyalty without relying on gimmicks. For any furniture retailer looking to strengthen customer relationships, reinforce brand identity, and create meaningful in-store touchpoints, programs like this offer a practical, scalable path forward. And for customers who want to feel good about their investment, it delivers something tangible — the tools to keep their furniture looking its best, and the confidence that their retailer is still there for them long after delivery.

CARTERSVILLE, Ga. — In a joint venture with Premier Furniture Consultants, ServeCo North America is launching ServeCo Repair today, providing in-home service across the country. George Martinez, operating partner of Premier Furniture Consultants, is bringing his 35-plus years of experience to the project, along with his company-employed technician team. “After working with ServeCo, I knew that a dedicated partnership with them would accelerate my goal to create the largest and highest quality in-home service company in North America,” he said. “The industry is demanding a vertical solution to service,” said Tony Milano, operating partner of ServeCo North America, adding, “ServeCo is the only provider prepared to comprehensively own their results.” ServeCo North America was formed in 2015 as a single-source provider of extended service contract programs, on-site cleaning and repair service, traffic-generating product loyalty programs, and private-labeled sleep essentials. Source: https://www.furnituretoday.com/industry-news/serveco-launches-serveco-repair-in-joint-venture/

CARTERSVILLE, Ga. — ServeCo North America has launched a new state-of-the-art Color Lab at its headquarters in Cartersville. The product of renovation and investment, The Color Lab will provide color matching technology to aid in the repair of leather furniture goods. While offering direct sales of color dye, the lab will also work in conjunction with ServeCo Repair to deliver the repair in the consumer’s home. “The Color Lab will allow us to give our customers even more added value,” said Jeff Berkowitz, director of product development. “We’ll be able to get a closer match on repairs the first go around, therefore cutting down on overall repair time.”

CARTERSVILLE, Ga. — ServeCo North America has added Andrew Burns to its leadership team as marketing manager, a new position for the company. In his new role, Burns will focus on the company’s exposure, new product design, marketing and training solutions. He also will solidate and enhance ServeCo’s philanthropic efforts. He will report to Chris Schall, president. “Andrew’s knowledge in both traditional and service-based marketing is a mix that fits perfectly into our long-term vision,” said Schall. Source: https://www.furnituretoday.com/furniture-people/serveco-adds-marketing-manager-position/