Case Study: Major Home Insurance & Warranty Provider reduces dispatch operating expenses by 47% with SmartAction

Major Home Insurance & Warranty Provider Reduces Operating Expenses by 47%

Major Home Insurance & Warranty Provider partnered with **SmartAction** to address a high-volume, labor-intensive dispatch process for home service claims. Customer service representatives were handling every inbound call end-to-end, from identifying the issue in the home to locating the right local service provider and coordinating dispatch, which was too complex for traditional IVR systems and required a strong customer experience.

**SmartAction** implemented an AI-Powered Virtual Agent to answer inbound calls in natural language, understand the customer’s issue, and automatically locate and dispatch the appropriate service provider through integration with the company’s data systems. The solution successfully completed **46% of dispatches**, removed **282,000+ minutes** from the contact center annually, and cut dispatch operating expenses by **47%**, generating more than **$200,000** in yearly net savings.