American Home Shield 2014 Annual Report Download - page 7
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$PHULFDQ+RPH6KLHOG (AHS) further strengthened its
position as the largest home warranty company in the
nation when it acquired HSA Home Warranty in March
2014, immediately adding 125,000 new customers and
expanding its U.S. footprint.
But that’s just the start of the 2014 AHS growth story.
Gaining market share in real estate sales, and strong
growth in renewals and direct-to-consumer sales,
helped boost the AHS year-end customer count to more
than 1.5 million, with 12 percent revenue growth and
23 percent earnings growth versus 2013.
Efforts to drive change within the business are paying
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improve the customer experience – from sales and
service calls to billing and renewals. AHS also invested
strategically in product development, marketing, social
media and advertising to extend its brand awareness
and introduce more consumers to the value of a
home warranty, namely, protecting their major home
appliances and most expensive systems against costly
covered repairs. And because customers increasingly
want to connect when they want and how they want,
AHS is accelerating development of online self-service,
live chat and social media tools to ensure convenient
access and create an even better customer experience.
“We’re challenging the status quo across the board,”
said Mark Barry, group president of American Home
Shield and Franchise Service Group business
units. “We’re thinking differently about how we deliver
value, how we can more effectively leverage our core
competencies, and ultimately, how we act as a team to
drive even better service and greater success.”
This team approach not only guides AHS in its own
operations and opportunities, but also in how it works
with other ServiceMaster businesses. Since naming
Marty Wick president of the Franchise Services Group
and aligning both businesses under Barry’s leadership
in late 2014, the company is better equipped to share
best practices and identify strategies to create even
greater value for customers and stakeholders.
ServiceMaster | 2014 Annual Report 5