How Streem® video helped AHS eliminate additional site visits in up to 70% of appliance calls. Customers love it!
It’s hard to get the full picture of appliance repair projects over the phone. For American Home Shield® errors or lack of information in work orders could cost teams expensive additional site visits and strain customer relationships.
Using interactive video calls as the first step in appliance repair, allowed American Home Shield contractors to better service customers with faster response times and quicker resolutions.
- Rich McGranahan CEO, Express Appliance Service LLC
Our customers are happier with our improved turnaround time. The technicians are happier with the extra diagnostic information when they get to the home. We are reducing about 75% of truck rolls as a first stop which is greatly increasing our productivity. Overall we are very happy with the results we have gotten from using Streem in our business.
Using Streem video with customers boosted one team's diagnostic productivity up to 20%—similar to adding a full day's work.
40 AHS contractor teams completed over 3,000 virtual diagnosis Streem calls between November 2020, and March 2021.
Participating teams ranged from 1-12 person shops, averaging between 27-250 weekly AHS dispatches.
The data shown here is based on a short online survey for contractors at the end of each Streem video diagnosis call.
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- Giminos Appliances
We have been using Streem with American Home Shield for about 6 months now. Streem video diagnosis has definitely helped our business in reducing visits to the home. It greatly improves how fast the technician can look at and diagnose the appliance problem and get parts ordered more quickly.