How we helped Servpro automate the handling of First Notice of Loss (FNOL) information and become the preferred vendor of Mercury Insurance
Headquartered in Gallatin, Tennessee, Servpro is a franchisor in the emergency services industry, helping restore residential and commercial residences from water, fire and other types of damage. They currently have over 450 corporate employees and 42,000 nationwide franchise resources across 2,000 franchise locations.
In this case, Servpro was experiencing a time-consuming and manual process when handling the First Notice of Loss (FNOL) information received from their carriers. Upon receiving this information, their team would have to manually assign a franchise and then send back the franchise information to their carriers. This had been a major pain point in dealing with their carriers, and since they could not develop a solution internally, Servpro looked for a partner that could help.
One of Servpro’s carriers, Mercury, had three vendors with no FNOL services integration, resulting in slow exchanges of information and service. As a result, Mercury would provide their customer with all three vendors to choose from if a claim qualified for mitigation services. Customers then had to decide who they wanted to call from the list, which often resulted in a delayed call to mitigation services. The more time a customer takes to call a mitigation service, the more damage will result to the property.
Enter Centric: Creating a Customized Accelerator
Servpro partnered with Centric based on our proven delivery history from past projects, along with our Guidewire experience and insurance expertise. We created and implemented a similar accelerator for another client, which integrated their system with their carriers. This allowed us to create and customize an accelerator quickly that matched Servpro’s needs.
We started by providing Servpro a customized accelerator for Guidewire ClaimCenter that carriers could use to integrate with their FNOL services. Our solution automated the assignment of franchise information and negated the need for any manual processes. This would result in a better customer experience and increased ease of doing business for Servpro carriers.
The Results: A Streamlined Process for Mitigation Services
After the implementation, Servpro became the preferred vendor for Mercury due to the integration and streamlined process. Instead of sharing all three vendor details with the customers, Mercury’s CSR team now offers only Servpro information to the customers. Since Servpro is now involved in the initial stages of FNOL, Mercury can arrange mitigation services sooner, which results in minimizing the extent of loss to customers.
This project not only created tighter integration between Servpro and their carriers but also resulted in better service to insurance policyholders along with more business opportunities and increased ROI for Servpro.
The number of leads that Servpro receives has already increased. Before the introduction of the accelerator, they received an average of nine calls per day. Post-implementation, this average has increased to 70 to 90 calls per day. The integration took place at the end of October, and by the end of the year, they had about 1,100 referrals.