What Matters to You, Matters to Us- Content Restoration Services at SERVPRO.

11/28/2021 (Permalink)

Damaged items in need of restoration on residential job.

Often we hear the question, "do you service residential projects?" While we take pride in offering services to large loss and commercial work, we wouldn't be satisfied if we didn't service the most important space to our customers- their homes.

Homeowners find themselves in need of flood damage cleanup, repair damage from frozen pipes, ceiling and wall damage, storm recovery, water extraction, attic and mold remediation, fire damage, black mold and much more.

One area that has come to be wildly important for customers is content restoration. It's not just the "things" that we will miss, but those material items can hold so much memory value and resemble decades of history for families. Companies, like ours, are having to dig deep and become resourceful to offer services that specialize in the restoration of prized possessions. Being a franchisee in the fastest growing restoration company in the world, ,we are proud to have headquarters that service such items with professionalism and care.

Unlike SERVPRO, many companies have not climbed on board to offer services like these in-house. Using subcontractors leaves many inquiries getting the same response, sending damaged items out to another vendor. The trends, and demands, set forth by millennials create heavy focus on technology and they won't accept non-digital inventory or the age-old sifting through the box tactics. Content restoration firms are expected to embrace and implement 3D mapping of loss sites, real-time data and online tracking of contents utilizing pack-out inventory and claims management software.

Jumping into the moving protocols, the implementation of such technology helps restoration companies meet service measurables without disturbing the homeowners, reduces the time frame for claim cycles, and even reduces the claim cost. Expectations from the customer are much higher today. No longer is it enough to have good customer service, but the customer EXPERIENCE must meet standards above and beyond today.

Even further, residential customers want to keep things under one roof today when it comes to services. Historically, companies took pride in having an "expert" in every corner. From document drying to furniture refinishing, companies had a referral for each category of need. Today, for ease and speed, it is preferred that companies handle all of these in-house. At first glance, it may seem like an overwhelming amount of added work and obligation, but this shift offers restoration companies more control over the claim and customer experience as a whole. It can also create more revenue and increase profit margins.

Still, restoration companies are not the only ones with more opportunity in this new setup. Insurance companies are able to serve better- increase the length, and quality, of their customer relationship too. It also increases the likelihood of a positive referral for insurance companies. Lastly, the "all inclusive" service model shortens the claim cycle and opens the door for more productivity for adjusters as well.

We have the ability to offer much more under the SERVPRO umbrella and are able to move along with trends at the fastest pace for residential clients. Our franchise refuses to fall into the complacency trap or rest on our service laurels. We are open-armed to technology advances and take great pride in capitalizing on opportunities it offers to SERV best.