Customer Care Geared Toward Technology: SilverPoint Found a True Extension of Their Team
How Aureon Contact Center provided SilverPoint Technologies with knowledgeable, domestic customer support for their smart home product line, capturing product feedback that drives factory-level improvements and exceeds client expectations.
Partnership Overview
A Technology Company Without a Technology-Savvy Support Partner
SilverPoint Technologies builds sophisticated smart home appliances, robotic vacuums with WiFi connectivity, Alexa and Google integration, and app-based controls. Their prestigious iHome product line sets a high bar for innovation, but their customer support experience wasn't keeping pace. They needed a partner who would genuinely immerse themselves in the products, not just read from a script.
Quality assurance was equally critical. Customers who contact a call center represent only 2–4% of those experiencing a product issue, the other 96–98% simply return the product. Without a knowledgeable domestic partner capturing that feedback, SilverPoint was missing the intelligence needed to identify product trends and drive factory-level improvements.
Generic Outsourced Support
Previous call center experiences were described as "very basic and statistical", with no genuine product knowledge and no ability to handle the technical complexity of smart home technology.
Lost Product Feedback
Without a capable contact center capturing customer input, SilverPoint had no structured way to identify recurring product issues or feed actionable data back to manufacturing.
Misaligned Partner Fit
For a technology company where being understood matters enormously, a lack of knowledgeable, neutral-dialect domestic agents increased customer frustration and damaged brand trust.
No Scalable Procedures
SilverPoint lacked defined support procedures that could scale as they introduced new products, leaving agents without the structure needed to resolve issues consistently and efficiently.
A Contact Center That Became Part of the SilverPoint Team
Aureon Contact Center took a deep-immersion approach from day one, spending dedicated time learning SilverPoint's full product line, understanding their customer base, and internalizing what made each product unique. Agents developed hands-on familiarity with the iHome AutoVac Nova, Eclipse, Eclipse G, and StickVac lines, equipping them to handle complex technical inquiries with confidence.
Beyond product training, Aureon built the operational infrastructure SilverPoint needed: standard operating procedures tailored to their products, clear escalation pathways, and a proactive communication rhythm that surfaced emerging trends before they became larger problems, creating a true feedback loop between customers and SilverPoint's manufacturing team.
Deep Product Knowledge
Aureon agents immersed themselves in SilverPoint's product line, learning WiFi setup, Alexa and Google integration, app-based controls, and common technical issues, before handling their first call.
Standard Operating Procedures
Aureon built tailored SOPs for SilverPoint's products and customer interactions, enabling quick call resolution, consistent experiences, and a scalable foundation for new product launches.
Domestic U.S.-Based Agents
Aureon's U.S.-based, neutral-dialect agents reduced customer frustration, built trust, and ensured that nuanced product feedback was captured accurately, reinforcing SilverPoint's brand with every call.
True Team Extension
"This is the first time I've worked with a company where I feel like this is my team," said Roger Lugo. Aureon invested deeply in understanding what makes SilverPoint's business tick, and it shows in every interaction.
A Partnership That Exceeds Expectations and Drives Real Improvement
What began as a customer support engagement evolved into a strategic partnership that actively improves SilverPoint's products. Aureon agents consistently identify patterns in customer feedback, surfacing themes that translate into factory-level improvements, more effective quality assurance, and better products in the marketplace.
By capturing the critical 2–4% of customers who reach out rather than returning a product, SilverPoint can now project market trends and act on real data, not assumptions. "Our partnership with Aureon Contact Center has been perfect in many ways," said Lugo. "Aureon Contact Center exceeds expectations."
Factory-Level Improvement
Aureon's pattern identification from customer calls gave SilverPoint actionable intelligence to modify and enhance product features, improving quality assurance at the manufacturing level.
Market Trend Projection
By capturing feedback from the 2–4% of customers who call, SilverPoint can now project broader market trends, turning call center data into a strategic business intelligence asset.
Expectations Exceeded
SilverPoint moved from basic, statistical outsourcing to a partnership where Aureon proactively communicates trends, manages escalations seamlessly, and consistently delivers beyond what was asked.
Scalable for Growth
"This allows us to scale with organizations as they continue to grow and develop new products," said Jordan Huffaker, Supervisor at Aureon Contact Center. The partnership is built to expand alongside SilverPoint's product line.
Key Results
2-4%
Customer Capture
Aureon captures every customer who calls, the critical minority whose feedback drives product improvement decisions.
Domestic
U.S. Agents
U.S.-based, neutral-dialect agents with genuine product knowledge reduce friction and build trust on every call.
Proactive
QA Communication
Aureon identifies call trends and communicates emerging product patterns to SilverPoint proactively, before they escalate.
Exceeds
Expectations
"Aureon Contact Center exceeds expectations", Roger Lugo, Director of Business Operations & Customer Experience.
One
Team Feel
"This is the first time I've worked with a company where I feel like this is my team. It doesn't feel like a third party."
Built
To Scale
Aureon's SOPs and team structure are designed to grow alongside SilverPoint as they expand their smart home product line.
This is the first time I've worked with a company where I feel like this is my team. It doesn't feel like you're working with a third-party company.
More Than a Call Center, A True Business Partner
SilverPoint Technologies is redefining the smart home product category with their innovative iHome line of intelligent appliances, including robotic vacuums that connect to WiFi, integrate with Alexa and Google, and feature unique designs that exceed household expectations. As a company introducing new products into the marketplace, capturing accurate customer data and feedback is critical to their quality assurance strategy.
Finding the right contact center partner was not a simple vendor decision. SilverPoint needed an organization that would fully immerse itself in their products, understand their customers, and function as a genuine extension of their team. Roger Lugo, Director of Business Operations and Customer Experience, knew that for a technology company, feeling understood is everything, and that a knowledgeable, domestic partner would be essential.
Aureon Contact Center delivered exactly that. After spending time learning SilverPoint's products, needs, and goals, Aureon agents developed the expertise to handle complex technical support calls, and, more importantly, to identify patterns in customer feedback that created factory-level improvement opportunities. Standard operating procedures were established, issue escalation pathways were defined, and proactive trend communication became a core feature of the partnership.
The result speaks for itself. Customers only contact a call center 2–4% of the time when they have a product issue, the rest simply return the product. By capturing and acting on that critical feedback window, SilverPoint can project market trends, improve products faster, and build the kind of customer loyalty that defines a category leader. For Roger Lugo, it's the first time a contact center has felt like his own team.
Frequently Asked Questions
SilverPoint's iHome smart appliance line, including WiFi-connected robotic vacuums with Alexa and Google integration, requires support agents who genuinely understand the technology. Roger Lugo, Director of Business Operations and Customer Experience, knew that for technology customers, feeling understood is critically important. A knowledgeable, domestic partner with a neutral dialect would reduce frustration, increase customer loyalty, and ensure accurate feedback capture.
As customer feedback filters into Aureon Contact Center agents, patterns around product features emerge, creating opportunities for improvement at the factory level. Aureon proactively communicates these trends to SilverPoint, allowing them to improve, enhance, or modify product features before issues compound. As Lugo said, "Identifying these trends early on leads to a better quality of future products and quality assurance."
Customers only contact a call center between 2–4% of the time when they experience an issue with a product, the other 96–98% simply return it. That small window of direct customer feedback is extraordinarily valuable. By capturing and analyzing those interactions, SilverPoint can project market trends for the rest of the year, understand what's driving returns, and make informed decisions about product development.
Aureon created standard operating procedures tailored specifically to SilverPoint's products and customer base, resulting in quick call resolution with positive outcomes and satisfied customers. Clear escalation pathways were also established, making it easy for SilverPoint to communicate with Aureon team members and escalate issues as needed. As Jordan Huffaker, Supervisor at Aureon Contact Center, noted, these SOPs are what allow Aureon to scale alongside organizations as they grow and launch new products.
In Lugo's own words: "This is the first time I've worked with a company where I feel like this is my team. It doesn't feel like you're working with a third-party company. It feels like an extension of my organization." He went on to add: "Our partnership with Aureon Contact Center has been perfect in many ways. The personal touch and feeling that you're not dealing with a third-party goes a long way. Until now, my experience with most outsourcing call centers has been very basic and statistical. Aureon Contact Center exceeds expectations."
Ready for a Contact Center That Actually Understands Your Product?
From smart home technology to complex consumer electronics, Aureon Contact Center provides knowledgeable, domestic support that captures the feedback your business needs to grow, and exceeds the expectations your customers deserve.
