The Challenge
A California-based national provider of home warranty services for thirty years approached National Service Alliance (NSA) with an urgent need. Their existing online network provider had notified them that the provider was ceasing operations, and the company had just 60 days to find a new provider. Initially, they only looked to NSA to provide an interim solution while they searched for a permanent replacement.
The Solution
NSA quickly stepped in and provided the company with access to its proprietary IRIS (Integrated Repair information System) platform and managed services network across all verticals. Moving quickly, NSA had the company up and running ahead of the 60-day deadline. NSA provided synchronous views of service events, with real-time visibility of repair data for all stakeholders. NSA also provided the company with proactive open claims management, which kept customers more informed with timely updates, provided local management of service providers and kept repair cycles on track.
The Result
Not only was the company able to continue operations seamlessly with no interruption to service during the transition to National Service Alliance, with NSA’s capabilities, they were able to completely clear a significant backlog of existing customer repair cases, vastly improve response time and the customer experience, and realize a significant reduction in operating costs. As a result, they were so pleased that they called an end to their search and entered into a long-term contract with NSA as their provider.