Flexible & Valuable
Customized programs and tools help homeowners maintain their homes year-round.

State of the Home Warranty Industry

"This was the first time we had to use this service. I didn't know what the process was but the customer service rep was very kind and polite and walked me through the whole process. I was very impressed."
– C.J.
Fort Worth, TX

Cross Country Home Services sees the home ownership experience differently than other warranty providers. Our approach—our whole philosophy—focuses on delivering homeowners the ultimate tools to proactively manage and maintain their homes, supported by extraordinary customer care. We call it Total Home Management, and it gives you and your customers a comprehensive suite of home services that deliver savings, peace of mind and convenience.

For more than 20 years, CCHS has worked with brands in many industries from mortgage to insurance, utilities to real estate. We understand flexibility is important. That's why we can customize any of our existing products or develop entirely new products to fit your individual needs.

A partnership with CCHS means you and your customers receive fast, responsive support. Our clients enjoy:

  • Fulfillment kits mailed to homeowners within one business day of enrollment
  • 800-number available to customers 24/7/365 to file/check on a claim, obtain service provider referrals, set up an appointment or speak to customer care
  • Other easy ways to file claims including automated phone system with speech recognition and the PlaceMyClaim.com website
  • 180-day workmanship guarantees on all repairs—a first in the industry
  • Over 90% payout rate on all claims filed

It's our Total Home Management approach that gives us an astounding 95% customer satisfaction rate on paid claims and a Net Promoter® Score of over 55% in 2011, which is on par with other leading companies like FedEx, Southwest Airlines and American Express.

CCHS products and services create exceptional value through these benefits:
[ Brand Stewardship ]

CCHS is one of the most trusted brands in the industry. We work with over 50 leading partner brands—some have been with us for over 10 years. They work with us because our co-branded and private label programs and solid processes ensure customers are handled with care.

[ Client Support ]

Our client support team has over 100 years of combined experience in the home service and client service businesses. From program start-up to on going management, we develop a true partnership with each client to ensure long-lasting relationships and success.

[ Program Start-Up ]

At the start of a new program, a dedicated account manager ensures customer billing and other critical aspects of the program are set up correctly the first time. They also establish a communication system with regular reporting.

[ Ongoing Management ]

Regular meetings are scheduled to share ideas, review reports and ensure success. Reviews usually include discussions about customer satisfaction, program results and service enhancements.

[ 24/7/365 Customer Care ]

We are always there for homeowners when they need us—24 hours a day, 7 days a week, 365 days a year. We provide several convenient ways to place a claim, including live help, automated phone system and dedicated website.

[ Training And Quality Assurance ]

Before they take their first call, our customer care reps receive extensive training on our products and standards. We require ongoing training to reinforce these skills, and we use quality specialists to perform call monitoring, as well as real-time coaching.

[ Dynamic Vendor Rating SM ]

For all claims, it's crucial to assign the right service provider. Our exclusive Dynamic Vendor RatingSM system identifies what skill set is needed, and then finds the best vendor for the job from a national database of over 40,000 highly qualified service providers.

[ Database Marketing ]

We have a testing-oriented and closed-loop approach to systematically develop, test and refine our tactics. We use sophisticated post-campaign analytics to develop targeted models and segmentation approaches to reach the right customers with the right message at the right time.

[ Fulfillment ]

We use a flexible fulfillment process that allows us to selectively mail customized fulfillment kits. This process allows the seamless execution of sophisticated campaigns that involve the fulfillment of multiple offers, premiums and packages.

Contact us today to learn how CCHS plans can make a difference for your business.