Case Study: American Home Shield reduces repeat visits with Streem video diagnosis

American Home Shield Eliminated Repeat Trips on Majority of Jobs With Video Diagnosis

American Home Shield partnered with Streem to address a common challenge in appliance repair: getting enough information upfront to diagnose issues accurately over the phone. Missing details in work orders were leading to costly repeat site visits, slower response times, and added strain on customer relationships.

Using Streem’s interactive video diagnosis as the first step in the repair process, American Home Shield’s contractors could assess problems faster, order parts sooner, and dispatch the right technicians more efficiently. The pilot showed strong results: initial appointments were scheduled 40% sooner, 67% of same-day call-backs were completed the first day, wait times dropped by an average of 3 hours, repeat home visits were eliminated on up to 70% of calls, and 92% of customers said they would use the service again.

American Home Shield