Modani Furniture Switches Providers, Modernizes Product Protection with Extend

As a design-forward furniture brand with showrooms across the U.S., Modani prides itself on offering high-end pieces at accessible prices. But when it came to product protection, their existing provider couldn’t keep pace with the needs of a modern retail environment.

“We were still doing everything manually,” said David Hanouna, Retail Sales Director at Modani. “Registering a plan took paperwork, and customers had to buy at the point of sale. There was no flexibility.”

That lack of flexibility meant lost opportunities — and limited visibility into how plans were performing across locations. Modani needed a better solution to help its sales team succeed and give customers greater confidence in their purchases.

Extend gives Modani more flexibility and a better customer customer experience

Modani made the switch from Uniters to Extend Product Protection, citing a smooth integration, competitive pricing, and a better customer experience as key motivators.

“The integration was much easier,” Hanouna said. “Extend made it seamless for our team to offer protection — whether it’s in-store, over the phone, or through email. Now we meet customers wherever they are.”

Extend also brought new flexibility to Modani’s post-purchase process. With Modani's previous provider, product protection had to be purchased at checkout. Now, with Extend, customers can add a plan covering accidental damage up to 30 days later, giving sales associates more time to close the deal — and customers more time to decide.

Hanouna also referenced greater customer buying confidence as motivation for partnering with Extend.

“We sell a lot of cream-colored sofas and extendable dining tables,” Hanouna said. “So when a customer asks, ‘What happens if my kid spills something?’ we can say, ‘Don’t worry — it’s covered.’ That peace of mind helps make the sale.”

Driving sales and team engagement

Early performance has exceeded expectations. After the initial rollout, Modani saw a strong attach rate across its stores — averaging 18%, even amid light foot traffic. And with future optimizations based on program performance, Hanouna expects that attach rate to go even higher. 

In addition to reporting a compelling initial attach rate, Hanouna said that average order value is up 10% over performance with Modani’s previous product protection provider.

Modani also appreciated the ease of working with Extend’s team, particularly during onboarding. “It was a smooth transition. We had great communication,” Hanouna said.

Initial results underscore Modani's decision to switch to Extend

Modani's switch to Extend from Uniters has already yielded positive early results, including:

• Simplified integration across all sales channels
• Flexible post-purchase sales cycle up to 30 days after checkout
• Positive customer feedback with fewer service-related complaints

Up next: Modani will drive more growth by tapping into in-house resources provided by Extend

With Extend now live in-store, including post-purchase sales via phone and email, Modani will work with Extend's in-house Co-Marketing and Field Enablement teams to develop marketing assets and deeper training. Both will help boost plan visibility and drive even higher performance. To encourage even more sales and continue meeting customers where they are, Modani is also working with Extend to enable ecommerce product protection sales.

“Extend makes it easy for us to protect our customers and grow revenue,” Hanouna said. “It’s a win-win.”

To learn more about getting started with Extend's suite of post-purchase solutions, including product protection, click here for a custom demo.