Bloomfire, the AI-powered knowledge management platform pioneering Enterprise Intelligence, partnered with uBreakiFix by Asurion to revolutionize frontline operations across its nationwide network of 685 brick-and-mortar repair locations. The joint case study, presented at Customer Contact Week (CCW) Orlando 2026 by Bloomfire CMO Dan Stradtman and uBreakiFix Senior Director of Product Operations Jarrod Hancock, demonstrated how modern AI-powered search and embedded knowledge eliminated bottlenecks and empowered technicians to self-serve critical repair and partner information at scale.
Following its 2019 acquisition by Asurion, uBreakiFix expanded rapidly while integrating complex partner programs from Samsung, Google, and major insurance providers—each with unique repair procedures, warranties, and reimbursement rules. The legacy knowledge base embedded in the point-of-sale system proved inadequate, forcing technicians to toggle between systems or rely on senior staff for answers. This created human bottlenecks, inconsistent service, employee frustration, and workarounds such as manually built Google Docs tables of contents.
"We actually had someone on our team who went into our knowledge base and clicked on every single link to build a table of contents in a Google Doc, because that was the only way people could actually find anything," said Hancock during the presentation. "That's embarrassing to admit, but it's the reality when your search doesn't work, and you're asking junior team members to memorize 300-page repair manuals. That’s when we knew we needed a better solution."
Bloomfire’s search-first, AI-powered approach transformed this dynamic. New hires learned how to search effectively alongside core repair and customer service skills. The platform’s natural language “Ask AI” capability provided instant, contextual answers while highlighting unanswered questions for proactive content refinement.
By embedding Bloomfire directly into daily workflows, uBreakiFix removed context-switching during high-pressure moments such as device intake and mid-repair validation. Key results included:
"The uBreakiFix transformation demonstrates a core principle of Enterprise Intelligence: knowledge only creates value when it flows to the people who need it, at the moment they need it," said Dan Stradtman, CMO of Bloomfire. "By embedding AI-powered search directly into frontline workflows, uBreakiFix turned institutional knowledge from a bottleneck into a scalable asset.”
Hancock shared actionable insights for organizations facing similar challenges:
This success follows Bloomfire’s recent Silver Stevie® Award for Best Use of Technology in Customer Service, recognizing its scalable, trusted AI-powered answers.
Bloomfire and uBreakiFix will host a deep-dive webinar on February 24 at 2:00pm EST to explore the transformation in detail. Register here.
About Bloomfire
Bloomfire creates the connective tissue of the modern enterprise, establishing Enterprise Intelligence as the new standard for how organizations leverage knowledge. Our AI-powered platform transforms fragmented information into a dynamic, self-improving system—connecting teams across silos, surfacing real-time insights in context, and injecting knowledge directly into the flow of work. With Bloomfire, companies align faster, decide smarter, and adapt with greater agility. Since 2011, we have partnered with Fortune 500 leaders and innovators across industries to unlock the full value of their collective intelligence—turning knowledge into a strategic asset that enables people to perform at their highest potential.
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