Case Study: Landmark Home Warranty achieves 45% faster job completion and improved customer satisfaction with Dispatch

Landmark Home Warranty - Customer Case Study

Landmark Home Warranty, which serves over 75,000 customers across AZ, ID, TX, NV, OR and UT, sought to speed service delivery and improve contractor–customer communication to boost customer satisfaction and NPS. Rather than build costly in‑house tools, VP of Operations Lawrence Flitton selected Dispatch and its platform for managing third‑party service provider networks and increasing visibility into the last mile.

Dispatch was piloted in May 2016 and rolled out state‑by‑state across Landmark’s contractor network, enabling direct communication, job tracking and analytics. As a result, calls per job fell from 4 to 1.9 (about a 52% reduction), time from job creation to contractor payment dropped from 11.9 to 6.5 days (about 45% faster), and service response rates rose from ~5–6% to 15–18% (about a 200% increase), improving operational efficiency and customer experience.

Landmark Home Warranty

Lawrence Flitton

Vice President of Operations