Saving time whilst improving service

HomeServe Claims Management selected Sabio to develop a speech-based solution for its Contractor Job Update Line. The solution has significantly reduced the time that HomeServe co-ordinators spend liaising with contractors, enabling them to improve service levels by giving customers immediate answers to their questions.

Business Challenge

Rapid business growth meant that HomeServe Claims Management needed a more efficient way of liaising with its national network of emergency repair contractors. The company faced a particular challenge when dealing with smaller businesses who weren’t able to use HomeServe’s electronic job update system to share customer information.

Sabio Solution

HomeServe initially investigated a traditional IVR system. However, when Sabio suggested that a speech-based solution could prove more effective, HomeServe engaged Sabio’s Voice Self-service specialists to implement a speech-enabled application built using Nuance technology. HomeServe’s contractors now just call in and leave their job details with ‘Lara’, the persona of the company’s Contractor Job Update line.

Results Delivered

Thanks to the Sabio system, HomeServe’s claim management co-ordinators now have full visibility of every job that contractors carry out for customers – from the start to the finish. This not only cuts handling times and helps with SLA adherence, but also gives customers the re-assurance of knowing that every time they call they can find out exactly what’s going on with their emergency and get the answers they need.

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