SEARS THIRD PARTY REPAIR
Company Background
One of the largest home
warranty companies in the
U.S., with annual sales over
$650 million, conducting
more than 2 million repairs
on home appliances and
residential HVAC, pumping,
and electrical systems a
year. They operate four
service centers nationwide
which process over 1,500
calls a day.
Reasons for
choosing Sears
n Trusted brand name and
reputation for quality
n Enhanced credibility for
greater appeal to
potential new customers
n Professionally trained
technicians, with security
and background checks
n Focus on delivering a
customer-centric service
experience
n National repair
consistency
Home Warranty Case Study
Working together with existing
independent contractors.
Challenge and Goals
The home warranty company’s service network consisted of
thousands of independent service contractors. They were looking for
a repair service provider that would complement their existing
network by:
n Providing a national consistent repair experience
n Increasing major metropolitan presence while servicing less
populated areas not covered by the contractor network
n Stabilizing yearly contractor network attrition
n Allowing for long term growth
With planned exponential growth, the strategic decision was made
to partner with Sears Third Party Repair to complement their existing
service network. The home warranty company sought to partner
with a nationally recognized repair service organization that could
handle a large volume of calls to their expanding customer base.
With its large nationwide team of technicians, long history of repair
experience, and widely trusted name, Sears Third Party Repair was
the natural choice. Specific goals established for Sears Third Party
Repair included:
n Increasing rate of first-time completes
n Delivering a consistent repair experience
n Establishing efficient, standardized technologies and processes
for call scheduling, parts delivery, and invoicing
Sears Third Party Repair met all of the company’s established criteria
for measuring performance in repair service quality and technician
professionalism.
Implementation Process
Sears Third Party Repair utilized a client profile to match its capabilities to client needs, including
geographic territories, parts, service volume and much more. They then worked closely with the home
warranty company to align processes and technologies to meet the needs identified, including:
Call Centers
Warm transfer processes and procedures were integrated to provide real-time scheduling for
increased customer convenience. Improvements are ongoing to provide enhanced convenience
through a web-based portal with direct access into the Sears Third Party Repair scheduling system.
Parts
Sears vans and Parts Distribution Centers are always stocked with the most frequently needed parts,
for faster service and increased first-time completes.
Technician Training
The Sears Technical Assistance Center conducts product training programs to assure quality repairs
and the Sears wireless hand-held PCs allowed technicians in the field report repair-versus-replace
realities for the home warranty company’s use.
Conclusion
Outsourcing with Sears Third Party Repair provided a reliable solution to work with their already
established and valued contractor network.
Using the Sears brand gave the home warranty company the option of offering protection for a
wide range of products that Sears Third Party Repair technicians repair in a variety of territories.
And because Sears technicians service all major brands, the percentage of multiple dispatch service
calls increased. In addition, since all Sears technicians undergo thorough background screening,
generating new clients becomes an easier assignment while the real-time scheduling helps save
the home warranty company time and increase customer satisfaction.
In sum, the home warranty company’s customers now enjoy a consistent repair experience, and the
peace of mind that comes from dealing with Sears—a proven and trusted repair service provider.
©2007 Sears Brands, LLC.
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1-800-434-0260
www.sears.com