Prior to launching a home protection program, HomeServe deploys a thorough pre-marketing education campaign. This campaign could include public relations and press releases, bill insert messages and information on the utility’s website. HomeServe has an internal public relations department that proactively engages with local constituents to provide material, clarity and responses to city officials, the media and the public. Additionally, we will train the utility’s call center staff to handle calls about the program and forward customers to HomeServe. We also provide scripts with frequently asked questions and answers about the program to use as a reference.

HomeServe’s in-house staff of over 75 marketing professionals produces multi-channel educational campaigns and customer communication strategies encompassing direct mail, inserts, website and web advertising, inbound and outbound telemarketing, e-mail, public relations, and social media, that yield outstanding customer participation, retention and customer satisfaction. Leveraging the results of hundreds of tests across dozens of utility partners, and through active partner collaboration, the team produces communications that educate consumers, positively reflect partner brands, drive customer participation, and ultimately lead to demonstrably higher levels of customer satisfaction with your utility.

HomeServe currently manages over 2,600 independent contractor firms across North America. We have the ability to onboard local contractors, including those within your own established network, as relevant. We leverage trade associations and government registries to ensure relevant criteria are met, including MWBE requirements. Contractors must have a BBB rating of A or higher; positive feedback of 90% or better; and the ability to provide 24/7 emergency service while also meeting all stringent compliance requirements, including valid licensing, bonding and insurance; drug screening and background checks, and willingness to sign our contractor agreement that stipulates performance standards, code of conduct and more. HomeServe employs Regional Operations Managers (ROMs) to ensure all work is performed to our high standards and is compliant with all local codes, regulations and permit requirements. Contractor performance is continually tracked and measured to ensure customer satisfaction.

Implementing and managing an effective home protection plan program requires considerable investment, additional technologies and dedicated resources. With HomeServe you and your customers gain access to our best-in-class expertise in every aspect of program management and service delivery—extensive educational marketing resources; order fulfillment and billing infrastructure; award-winning, U.S.-based 640+-seat service center, and a local network of rigorously vetted contractor firms across various trades available to serve your customers. In effect you maintain control over the program with an expert partner—while also receiving program royalty revenue.