Case Study: Leading Home Repair and Maintenance Provider achieves 94% customer satisfaction and 50% reduction in training time with Verint Systems

Leading Home Repair and Maintenance Provider - Customer Case Study

A leading home repair and maintenance provider in the retail operations arm of a Fortune 500 energy services company handles nearly one million calls a year for 1.2 million warranty and lease customers. Executives pursued a customer-centric culture focused on “first‑person” resolution — not just fixing issues on the first call but having the first agent who answers resolve the issue — to improve experience and employee engagement.

To achieve this they deployed the Verint Customer Engagement Optimization suite (Employee Desktop, Workforce Optimization, Quality and Performance Management) and consolidated 13 disparate systems into a single agent desktop. The unified interface and guided workflows reduced transfers, holds and average handle time, increased agent productivity, cut training time by 50%, improved first‑contact/first‑person resolution, and lifted customer satisfaction to 94%.