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Empowering Frontline Service: uBreakiFix’s Digital Knowledge Transformation Story  

 

Frontline service teams can’t deliver fast, consistent support without easy access to the right knowledge at the right moment. In this session, Jarrod Hancock of uBreakiFix, a division of global tech care company Asurion, shares how the organization transformed frontline knowledge and operational enablement to drive measurable gains in efficiency, consistency, and service outcomes.

 

February 24, 2026 | 2:00 pm ET | 1:00 pm CT

 

Joined by Bloomfire’s Chief Marketing Officer, Dan Stradtman, the conversation explores how a modern enterprise knowledge platform supported this transformation, what changed for frontline teams day-to-day, and the lessons other service organizations can apply when modernizing how knowledge flows to the front line.

 

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Key Takeaways:

 

 


  • "Right info, right time" is the real unlock for frontline performance: 

    In high-variability environments (like 685+ stores + mobile vans + partner programs), employees can’t memorize everything. The winning strategy is fast access to accurate answers in the moment.

  • Poor search and folder-based knowledge systems will not scale: Homegrown tools and folder structures break down as content grows (10,000+ assets) and formats diversify (PDFs, guides, embedded training). If people can’t reliably find answers, they’ll default to interrupts, tribal knowledge, or the open internet.
  • Knowledge gaps show up immediately in customer experience and consistency:
    When employees have to “go check” repeatedly, customers lose confidence, turnaround time increases, and brand experience becomes inconsistent from store to store, creating risk with customers and franchise partners.
  • Measure impact by confidence, speed-to-answer, answer accuracy, and track analytics for improvement:
    Baseline frontline metrics (time to find an answer, confidence in the answer, frequency of finding the right answer), then use AI/search analytics to spot unanswered questions and rapidly create/approve content to close gaps. This also supports reducing escalations and improving throughput over time.