Transforming Service Delivery for a National Home Improvement Retailer

This case study details the service delivery transformation undertaken by a leading U.S. home improvement retailer facing significant operational challenges within its appliance protection program. The retailer had nearly 5,000 backlogged cases, a heavy reliance on a competitor-affiliated service provider, and inefficiencies in dispatch operations. The primary goals included eliminating operational backlogs, reducing service turnaround times, and protecting brand integrity. Assurant was engaged as a strategic partner to modernize the retailer's service model. The approach involved reducing reliance on competitor-aligned providers, implementing a dynamic dispatch strategy, and integrating technology across claims and dispatch systems. As a result, the retailer cleared over 4,500 backlogged claims, reduced the time to first available appointment from five days to two, and significantly cut turnaround times for repairs and claims processing. The transformation led to substantial cost savings and improved service delivery metrics.