Contractor Connection recently announced the launching of a new program that will complement the current Consumer programs and bring tremendous business opportunities to participating network contractors. Every year, thousands of insurance claims are estimated and paid out by insurance carriers without a network program. This process leaves the insured with a claim check in hand and the task of finding a contractor to make their repairs. These property owners are anxious to get back to normal, and they need a trusted partner who will help them in their time of need.

Through a focused media campaign and a refined web presence, Contractor Connection is targeting marketing efforts directly to property owners who need a partner to repair their insurance claims damages. In preparation for increased assignment activity, we have selected and activated high-performing contractors for this program. Please contact your Membership Services coordinator if you'd like to learn more about Insurance Direct program opportunities.

We look forward to seeing the potential of this exciting new endeavor!

2016 POMS Changes

The new Performance Objective Monitoring System (POMS) already in effect is designed to address some of the challenges we face when seeking the highest customer satisfaction. Contractor Connection continues to be "Quality Focused - Performance Driven," and although our network provides the best results in the insurance repair industry, we have raised the bar yet again to meet the expectations of tomorrow.

Our team has improved the POMS performance scorecard that includes expanded field performance measurements with a focus on customer satisfaction, job starts and completion, and estimate accuracy.

The POMS scoring criteria, which has been in place for some time, has been helpful in driving network success over the years. More importantly, it has allowed us to identify our better network performers for our valued clients for existing program expansions, as well as new program rollouts. The new POMS will add to this experience and help us all achieve our continued growth goals through consistently high performance.

The new POMS report is distributed to all active network contractors and includes monthly and year-to-date results. Information regarding scoring criteria is posted in the Library on your Contractor Summary Page.

2015 Global Day Of Service

Nearly 150 network members contributed to helping others in their communities in a variety of projects for the 2015 Crawford Global Day of Service on October 10.

The efforts ranged from participating in charity walks to home upgrades, assisting homeless veterans, lending a hand with beautification projects for nonprofit organizations, and supporting fundraisers.

Watch this brief video slideshow to see our network members' efforts!

Thank you to everyone who participated!

When it comes to health care coverage and employers’ responsibilities under the Affordable Care Act, there are some things you should be aware of if you are not already.

Employers who do not offer health coverage that meets the established requirements to full-time employees and their dependents may be subject to scrutiny by the Internal Revenue Service (IRS).
Those of you employing at least 50 full-time employees could be subject to the Employer Shared Responsibility provisions under the ACA. These provisions have been in effect since Jan. 1, 2015.

To learn more about Employer Shared Responsibility provisions under the Affordable Care Act, you can go to the IRS’ website. For additional resources regarding the Affordable Care Act and employee benefits, another resource available to you is the Department of Labor’s website.

Improving The Customer Experience

Several times each year, a select number of our top contractors around the U.S. meet remotely to discuss some of the best practices they use and how to apply them to challenges they’ve encountered. Here’s the latest from the Contractor Forum:

When it comes to providing the best possible customer experience for those in need of home repairs, start with the basics. Always provide the homeowner with a schedule for their project from start to finish. Giving a complete timeline up front will allow the customer to know what to expect as you help them restore normalcy for their daily lives.

Along those lines, it's best to have a dedicated customer service representative who makes calls to customers every couple of days. Doing so gives the homeowner opportunities to feel part of the process and express any concerns they have regarding their home renovation. Instances like these can be highly stressful times for homeowners, and having another person to speak with can help provide them extra comfort.

Have the customer service representative or a manager make regular visits to the job site to make sure everything is going as planned. Homeowners are often grateful to know that their project is valued by you, and having the work done properly and on time is of utmost importance.

Additionally, your company should have dedicated staff whose primary job is to complete a quality inspection at the beginning, during, and at the end of the project. These staff members should not be part of the crew completing the work. If any issues arise during the work, you should address them right away. Do not wait to quell any worries the homeowner may have, especially when they’re trusting you to improve their property, or in the case of an insurance claim, return their property to its pre-loss condition.

It’s critical for the homeowner to always be able to get in touch with someone at your company while their home is undergoing renovations. An effective way to provide contact information is to send your customer a greeting letter or pamphlet that introduces the project manager, gives customer service and owner information, and provides all necessary contacts for each.

After the completion of the project, you should mail comment cards to the customers so they can provide their feedback on their experience, whether positive or negative.

These simple guidelines will allow you to be part of a helpful solution for your customer in their time of need.

As part of our bigger and better Member Advantage Programs offerings, Contractor Connection is now providing eight new program partners and their exceptional services and value to your company! All active and prequalified member contractors are eligible to participate in these and other Member Advantage Programs.

Read about all the new offers below, and access all the programs available by signing onto your Contractor Summary Page and clicking on the Member Advantage Programs tab. Please share this communication with everyone in your organization responsible for product and service orders.

There is MORE VALUE available to you than ever before! So act now, as some of these offers are for a limited time!