Select Home Warranty is a nationwide home appliance insurance company based out of New York that has been providing best in service insurance for almost a decade. SHW provides customers with insurance for their everyday household appliances like refrigerators, HVAC, water heater, microwave, and much more.
When a customer's appliance breaks down, SHW will dispatch a local, trusted contractor from their large pool of 10,000+ contractors. Their support team helps customers quickly get their appliances repaired or replaced without having to break the bank.
“Kohactive’s services have had a positive impact on our business. All the projects they have done for us have been a success.”
Appliances break down all the time, especially once they are past warranty. When the unexpected happens, a customer files a claim with Select Home Warranty to cover their repair or replacement. From there, a claims representative will reach out to local contractors in their network to find an available technician. Once they see an available contractor, the claims rep sends over the customer information to set up the appointment.
This process is slow and time-consuming for the claims representative. They would spend hours contacting the contractors, waiting to hear back, and then sharing the customer information. With thousands of customers across the country, this process wasn't scaling with the company.
SHW sought to build an automated dispatching system that would reduce the effort for their claims staff and improve the experience and relationship with their contractors.
They already had a web application with their contractor and customer data. Our goal was to build a new system that reduced dispatching times from hours to minutes.
To build an automated system, we needed to understand the correct process, bottlenecks, and interactions. We hosted a design workshop to draw out the flows and identify the current process. Our designer conducted user research and interviews with claims representatives to understand their perspective and pain points.
After our discovery process, we created a prototype of the solution and presented to their team for feedback. After a few iterations, we finalized the design and flow of the entire system. We spend the next month building out the automation and then spent a few weeks collecting feedback and iterating on the solution.
One of the core features of the system was the ability for claims reps to quickly view all local contractors organized by priority and last dispatched. Through this dispatching tool, they could easily select multiple contractors and send a dispatch request to all of them. Emails with job details would be sent out and the first contractor to accept would automatically receive customer information to set up an appointment.