American Home Shield 2015 Annual Report Download - page 15

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2015 Annual Report 13
ServSmart
Leveraging size, scale,
technology and people
Customer Experience
World-class service focused on
speed and convenience for our
customers, who ask us to:
Digital/Mobile Experience
Enterprise CRM
Automated Dispatch
Unmatched Scale
Agile Digital Platform
Problem Solver Mindset
Brand Alignment
Digital First
As consumers demand to buy and schedule services
when, where and how they want, the business growth
at American Home Shield (AHS) has ignited. “About
48 percent of our home warranties are sold online
now, and when comparing e-commerce performance
from the year prior, our online business in 2015 grew
45 percent to nearly 90,000 online sales transactions,”
said Tim Haynes, president, American Home Shield.
“Our sales through mobile devices increased more
than 300 percent over the previous year and 26
percent of AHS service requests were made online,
without ever having to speak with a customer service
representative. We’re getting results, because we’re
thinking digital rst.”
Strategic Partnerships
Successful relationships with insurance partners drive
the majority of ServiceMaster Restore’s work, growth and
reputation in the industry. Through relationships with many
insurance carriers, ServiceMaster Restore franchisees are able
to dispatch timely service calls to help home and business
owners get up and running after a signicant loss event.
These relationships are a key factor in ServiceMaster’s ability
to grow and serve customers across the country. In 2015,
ServiceMaster Restore rolled out a new mobile technology
platform that receives claim information from insurance
companies and sends it to the franchise that can best handle
the job for the customer. Our business leaders and franchisees
agree it’s a potential game-changer for the network – not only
in how it manages work, but also in the competitive advantage
it provides to our valued customers.
Recognize Me
Make It Easy
Remember Me
Be Respectful
Digital-rst mindset