The Challenge

The home warranty company faced sharp call spikes during unforecasted extreme weather, straining operations and negatively impacting customer sentiment. With First Notice of Loss (FNOL) calls accounting for 70% of repair calls, flawless execution was critical. Mishandled emergency repair and FNOL calls risked repeat contacts, escalations, regulatory complaints, cancellations and revenue loss, making accuracy, speed, and customer reassurance essential to performance.

The Solution

As a long-term strategic partner, ResultsCX manages 26% of the client’s repair management volume through a flexible, onshore work-from-home model. With FNOL calls comprising 70% of handled interaction, our digitally enabled solution strengthened compliance and performance through:

• Agile workforce flexing to ramp capacity up or down as demand shifts
• AI-powered simulation training to boost identity and verification compliance and fuel speed to proficiency with flex staff
• AI-driven dashboards enabling gamified coaching, performance visibility, and engagement
  
  

The Customer

A leading home warranty company helps homeowners eliminate the stress of unexpected repairs and installations through affordable protection plans and access to a vetted network of local contractors. It delivers 24/7 customer support, streamlined scheduling, and guaranteed repairs, saving customers time, money, and frustration when urgent home issues arise. Nearly five million homeowners rely on its services across North America.