For more than 80 years, Sennheiser has built its reputation around premium audio products, innovation, reliability, and long-term customer trust.

As customers increasingly invest $400 to more than $1,000 in premium wireless audio products, Sennheiser wanted to provide protection that extended beyond the standard manufacturer warranty while maintaining the seamless customer experience expected from a premium brand.

The goal was simple: introduce a modern product protection program that could create additional value for customers, support the ownership experience, and generate incremental revenue without adding friction to the purchase journey.

The partnership delivered immediate, measurable performance across every primary business metric.

Outperforming baseline projections

SureBright intentionally established a conservative 20% to 21% attach rate target to give Sennheiser a reliable baseline, instead of a pie-in-the-sky number. Actual performance run consistently between 28% and 31%.  
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Additional revenue  

An Average Order Value lift of $4 looks modest in isolation, but across more than 10,000 orders, it creates a substantial, high margin revenue stream.
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Lowering returns through customer confidence

Returns fell 26% year over year across the category. Long-term warranty coverage eliminates buyer hesitation and post-purchase anxiety. When customers feel confident that support will back them down the line, they keep their gear.

Sennheiser had spent nearly a year searching for the right protection partner. The bar was exceptionally high. Whoever they chose would represent the brand at its most critical touchpoints, so the fit had to be exact - technically sound, native to Shopify, and effortless for the customer. Just as important, the partner had to handle claims directly, so coverage lightened the support team's burden rather than adding to it.  

SureBright delivered on every count, and the rollout moved fast.  

Onboarding took just two weeks, starting with little more than a Shopify collaborator code. From there, SureBright audited the storefront, deployed the backend integrations, and crafted a custom interface styled strictly to Sennheiser's brand voice.  

Within seven days, Sennheiser’s support staff received comprehensive resource kits, fully equipping the team well before launch day.

Once live, protection ran omnichannel, meeting customers at the storefront, over the phone, and after delivery. Online shoppers see sleek coverage offers right at checkout. Phone support reps can instantly extend warranties up to five years during direct calls. After delivery, an automated scan triggers a welcome email that guides customers through setup and allows them to add coverage later.  

No high-pressure sales tactics were used at any touch-point, just an open safety net in the moments it matters the most.

Conclusion

For a brand that has spent eighty years earning trust, protection was never going to be an add-on bolted to the end of a sale. With SureBright, coverage became part of the ownership experience itself, giving customers confidence at checkout and a safety net long after the box is opened.