Bloomfire and uBreakiFix Reveal How AI-Powered Knowledge Management Transformed Frontline Operations

Case study presented at CCW Orlando shows 25-35% faster knowledge access, onboarding time cut in half, increase in average ticket revenue

Published on Feb. 19, 2026

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At Customer Contact Week (CCW) Orlando 2026, Bloomfire and uBreakiFix presented a case study demonstrating how the AI-powered knowledge management platform helped uBreakiFix transform knowledge delivery across its 685 brick-and-mortar stores. With Bloomfire, uBreakiFix cut onboarding time in half while empowering frontline teams to self-serve critical repair and partner information at scale.

Why it matters

The case study highlighted how organizations can eliminate the "tribal knowledge trap" that creates bottlenecks, burns out expert employees, and prevents frontline teams from scaling effectively. uBreakiFix's transformation demonstrates the power of embedding AI-powered search directly into frontline workflows to turn institutional knowledge from a bottleneck into a scalable asset.

The details

Following its 2019 acquisition by Asurion, uBreakiFix experienced explosive growth—from 500 stores to 685+ locations—while adding complex partner programs with Samsung, Google, and several major insurance providers. The company's homegrown knowledge base created a pattern of "swivel chair" work, with employees constantly toggling between multiple systems to complete a single repair. Working with Bloomfire, uBreakiFix implemented a search-first knowledge strategy that fundamentally changed how they train and support frontline teams, resulting in a 25-35% improvement in the time it takes employees to find answers, onboarding time cut in half, and a YoY increase in customer experience scores and average ticket revenue.

  • uBreakiFix was acquired by Asurion in 2019.
  • uBreakiFix grew from 500 stores to 685+ locations following the acquisition.

The players

Bloomfire

An AI-powered knowledge management platform pioneering the shift to Enterprise Intelligence.

uBreakiFix by Asurion

A company that operates 685+ brick-and-mortar stores and provides repair services for various consumer electronics.

Dan Stradtman

CMO of Bloomfire.

Jarrod Hancock

Senior Director of Product Operations at uBreakiFix.

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What they’re saying

“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. 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.”

— Jarrod Hancock, Senior Director of Product Operations at uBreakiFix (CCW Orlando 2026)

“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. By embedding AI-powered search directly into frontline workflows, uBreakiFix turned institutional knowledge from a bottleneck into a scalable asset.”

— Dan Stradtman, CMO of Bloomfire (CCW Orlando 2026)

What’s next

Bloomfire and uBreakiFix will host a deep dive webinar on February 24 at 2:00pm EST to provide more details on their partnership and the transformation of uBreakiFix's knowledge management.

The takeaway

The lessons from uBreakiFix's journey offer a proven path for any organization facing complex, fast-changing frontline knowledge challenges: audit your content ruthlessly, prioritize AI-powered search, embed knowledge in workflows, and measure impact through employee confidence and customer outcomes, not just usage metrics.