Executives Cite Internal Changes and Partnerships as Reason For Win
SOUTH JORDAN, UTAH — March 3, 2016 —Winning isn't everything, but it sure feels good ... especially when it happens three years in a row.
HomeWarrantyReviews.com recently named Landmark Home Warranty the "Best Home Warranty Company in the Region" for 2016. Landmark won the same award in both 2014 and 2015.
Chris Smith, president of Landmark Home Warranty, said it was an honor to win again. He cited numerous people who helped Landmark reach success as the reason the company was named the best home warranty company this year.
"This recognition is a result of our incredible employees, customers, contractors, real estate partners, vendors, and communities in which we operate," he said.
This win comes on the heels of a new operations organization that the company is calling the Jenny Project. Lawrence Flitton, Vice President of Operations at Landmark, said this project will ensure the same claims manager will take customers through the entire process of opening and closing a service request. The project was initiated in 2015, and will continue to be refined in 2016, making Landmark's customer service even better in the process.
Alma Jeppson, CEO and owner of Landmark Home Warranty, said the decision to reorganize was put into place after listening to customer comments.
"Our staff made a decision last year that we needed to reduce the speed of service delivery in half," Jeppson said. "It has been a challenge our employees and service technicians have taken seriously."
Not only will The Jenny Project cut speed of service in half, but Smith said it should help improve the overall experience for Landmark's customers. The Jenny Project is another way Landmark is proving they truly are the best home warranty company in the region.
"As a company, we are committed to improve all aspects of our operations every year and believe this award is a result of our diligent efforts," Smith said.
Flitton said one of the perks of the Jenny project, is that customers will feel a more personable connection to their claims manager.
"I feel this model will facilitate a personal connection with the Claims Manager and raise the accountability for the Claims Manager to coordinate a faster completion of the repair," Flitton said.
According to HomeWarrantyReviews.com, the selection of winners of the Best Home Warranty award is determined by a number of different factors, including the longevity of the company and the number of customers.
The best home warranty companies are then determined by the credibility and customer satisfaction of the company, something that Smith said Landmark is constantly doing.
"Our mission statement is to "deliver remarkable service" to all those we impact and touch each day," Smith said. "Winning best home warranty in the region is a direct reflection of our efforts, and we will strive to be even better this next year."
HomeWarrantyReveiws.com winners also must have excellent customer retention rates, and use social media and information technology to address customer issues.
So what's next on the docket for Landmark, besides working to win best home warranty in the region for a fourth year? Jeppson said Landmark will be making more updates midyear that will improve the claims process for the customer, contractors, and employees.
"We plan on releasing new software and phone technology that will dramatically improve the communication between our homeowners and our service technicians," Jeppson said "This software will also be another tool Landmark provides to our service technicians to assist them in growing their businesses."
Smith said Landmark is constantly making improvements to the process in order to deliver remarkable service to customers.
"We are constantly working to create new solutions that speed up our service and improve our communication with our homeowners and partners," he said.
Jeppson said that through the improvements customers will see an even better year of service in 2016.
"As a company, we have a lofty goal by year end related to how quickly we can deliver service to our customers," he said. "It might be a daunting task, but it's worth it to us here at Landmark to ensure we give the best service to our customers."
Landmark Home Warranty is a leading regional home warranty company, founded in 2005, and committed to providing comprehensive and dependable home warranty services in Arizona, Idaho, Nevada, Oregon, Texas and Utah. Coverage includes repairs and replacements of home comfort systems, appliances, interior electrical and plumbing. Landmark Home Warranty was named one of the "5000 fastest growing companies" in 2015, 2014 and 2013 by Inc. Magazine and is a privately held company with 135 employees based in Salt Lake City, Utah.