HomeServe USA - Driving the business forward during exceptional growth.
Company: HomeServe USA
Company Description: HomeServe is a leading provider of home repair service plans to assist homeowners with plumbing, electrical, heating and AC system repairs when they need it the most. HomeServe has helped homeowners in the US since 2003 with over 3 million customers and handling 2.5MM calls annually with a <30 sec av. speed to answer & 98% claims satisfaction rating!
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Management Team of the Year
Nomination Title: Driving the business forward during exceptional growth.
Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
It has been an incredibly busy 18 months for the teamat Homeserve, where we have seen:
-A staggering 48% growth in Customers
-Acquisition and integration of 2 of our largest competitors
-2.5 million calls across our 24/7/365 operation
-Post claim satisfaction rate of 99%
To manage all of the above, while delivering strong service levels (<30 second average speed to answer) takes a very special Management team – fortunately for us, that is exactly what we have!
A team that ensures that the one constant in these exciting times is simple - Put the Customer at the heart of everything we do! This relentless pursuit of customer excellence is clear and underpinned by our Customer Promise, which lives, and breathes on a daily basis at every level of the organization.
Our CEO Tom Rusin presents to every single employee in small sessions the importance of our Customer Promise, as well as our culture of ownership, integrity and accountability. Tom makes it clear he values feedback and open communication from all levels of the organization and regularly holds roundtable sessions with front line employees in the Chattanooga facility. He also works hard to keep these communication channels open, even when not in the facility. As an example of this, Tom has created a blog on the company intranet to share his insights and solicit feedback/ideas (see attachment). Tom’s servant leadership style and top down approach ensures an engaged, committed workforce, which celebrates:
-Low monthly attrition rate of 2.1%, stellar for any contact center >100 seats
-24% of contact center employees with 5+ years tenure
-50% of first new hire class (2010) still employed today
Rob Judson, EVP Customer Experience, is responsible for leading the customer experience at HomeServe and chairs our Voice of the Customer (VOTC) Committee. Rob has revolutionized the Customer experience at HomeServe across every touch point, using market-leading technology to capture nearly 100,000 customer insights over the last 12 months. The VOTC team use this valuable feedback to drive real change in the business and as a result have seen:
Already low levels of dissatisfaction improve by a further 45% from Sept 16 to Oct 17
-Post claim satisfaction rate of 99%!
-Claims Net Promoter Score of 88.1
-98% Mystery shopper score
At HomeServe, we hold ourselves to the highest possible Compliance and Customer experience standards and under the leadership of Rachael Barrow; Director of Quality and Compliance, we consistently achieve against them. Rachael’s ability to leverage key quality assurance technologies has resulted in the team reviewing thousands more calls in 2017than ever before (without addingheads). Providing supervisors with timely agent feedback, leading to tailored coaching and development where it is needed most and has enabled us to achieve:
-27 consecutive months above strict Compliance and Customer experience targets!
The three people listed are proud to represent the HomeServe Customer Service Management team, but of course, none of the fantastic results would be possible without the collective team effort to deliver exceptional service to both our employees and our Customers.
Our People are the heart of our business and we are incredibly proud of the many accomplishments the Customer Service Management team have achieved this year, all of this while undertaking the acquisition and subsequent integration of two of our largest competitors is quite the feat.
This year more than ever it would have been easy to find excuses to underperform or not strive for continuous improvements, but at HomeServe our Management team always rise to the challenge. Their ability to find new and innovative ways to enhance the employee and customer experience, passionately live the values set out in our Customer Promise and of course have FUN is something we are incredibly proud of.
Thank you for your time and consideration of this application, we hope you agree that our Management team are worthy recipients of this prestigious award.