BOSTON, June 15, 2017 /PRNewswire/ — Dispatch, the enterprise technology company that is empowering the home services industry to meet the rising demands of the modern customer, today announced a partnership with ServiceMaster, one of the leading home services providers in the United States. The partnership will make Dispatch the software platform of choice for ServiceMaster’s home warranty and pest control brands.
Dispatch also announced the completion of a $12 million Series A funding round led by GrandBanks Capital and ServiceMaster, with participation from Assurant, Liberty Mutual Strategic Ventures, Promus Ventures, Recruit Strategic Partners and Salesforce Ventures; also joining the round were Huff Capital and Ray Lane. This investment and partnership with ServiceMaster will propel Dispatch in its efforts to make home services more convenient and efficient for service providers, brands and customers.
“The home services industry is a highly fragmented market that has struggled historically to provide homeowners with a quality customer experience. There’s a communication gap between the 1.2 million service professionals, the brands they work for and the customers they serve,” said Dispatch CEO Avi Goldberg. “By seamlessly integrating into an enterprise’s existing technology systems and delivering real-time information about the service experience, Dispatch provides insights into the performance of their service providers. With this, brands can exceed customer expectations and strengthen brand loyalty.”
The Dispatch platform is designed to simplify the home services experience from all angles, improving the experience for brands, service providers and customers. Currently, with more than 20,000 service providers on the platform, Dispatch services more than 50,000 homes a day. Through a single platform, Dispatch users can schedule appointments, receive job status updates, share real-time location information, communicate directly with the customer and accept payments. This single-platform approach allows service professionals to reduce job completion time and increase efficiency, while allowing enterprises to gain valuable insight into every aspect of the “last mile” of the service delivery process, which is often the most critical to the homeowner who’s waiting for the technician to arrive.
“We’re in the business of delivering an excellent customer experience, and a crucial component of that is knowing exactly what happens on the day of service, from scheduling the technician’s visit to diagnosing the problem to fixing what’s not working and following up with the customer after the service is completed,” said ServiceMaster CIO Jamie Smith. “In home services and other industries, we’ve had access to data for a long time, but getting access to that last mile of the service delivery process has been a challenge. Working with Dispatch has enabled us to bring online customer interactions that until now have remained offline.”
In alignment with its new customer service initiative ServSmartsm, ServiceMaster has launched the Dispatch platform within its American Home Shield and Terminix businesses. This partnership will bring transparency to the last mile of home services for thousands of customers AHS and Terminix serve every day. In the initial deployment of Dispatch’s platform, AHS and Terminix have seen early successes in overall field operations, such as an increase in Net Promoter Scores across their customer base and a reduction in the total time it takes to complete a job.
Added Russell MacTough, Managing Director at Liberty Mutual Strategic Ventures, “Dispatch is building an operating system for the $450 billion home services market. We believe Dispatch will change the industry as we know it and are excited to be a part of this revolution.”
Leave a Comment